Guest Relations Manager

We are partnering with a tech-enabled hospitality firm and a leading provider in the luxury hospitality sector, offering innovative accommodation experiences. They are looking for a Guest Relations Manager to join their team in Dubai.

Objective:

The Guest Relations Manager will be responsible for creating and maintaining a positive experience for guests, managing the guest relations team, and ensuring the high standards and quality of apartments and villas.

Key Responsibilities:

• Manage the Guest Relations department.
• Review guests arrival and departure lists daily and allocate tasks to the Guest Relations team.
• Accommodate VIP guests and oversee their stay.
• Liaise with Property Services to ensure properties are guest-ready and maintain top quality.
• Oversee guest experiences throughout their stay, addressing all needs and concerns.
• Provide specialized support to guests, maintaining open communication and timely responses.
• Manage difficult communications with dissatisfied guests.
• Handle challenging situations and issues that may occur during guest stays.
• Coordinate with Reservations and Property Services to communicate guest expectations and issues.
• Manage and report claims for damages caused by guests.
• Prioritize tasks and communicate effectively with colleagues.
• Work on ad-hoc projects and tasks as required.

Qualifications:

• Minimum 3 years of experience in guest relations management within a holiday home operator.
• Exceptional organizational skills and the ability to handle multiple tasks simultaneously.
• Goal-oriented with a proactive approach.
• Strategic thinker with attention to detail.
• Capable of independently initiating and completing projects.
• Proficient in engaging with senior management and guests.
• Warm, empathetic, and confident in conveying hospitality.
• Sound judgment, resilience under pressure, and adaptability to industry challenges.
• Strong managerial, interpersonal, and communication skills.
• Professional and diplomatic disposition.
• Ability to build rapport and professional relationships.
• Flexible and adaptable to changing objectives.
• A UAE driving license and Arabic speaking are a plus.