Guest Experience & Operations Specialist

SmartCrowd; Dubai; Hybrid; AED 60,000 - 120,000; Full time

Job summary

SmartCrowd in Dubai is seeking a Guest Relations Executive to manage the full guest communication lifecycle and ensure a smooth, disruption-free experience from pre-arrival to post-checkout. You will be the first line of defense between guests and operational issues, upholding a professional, service-oriented standard.

You will coordinate with housekeeping, maintenance, and GSOs, log all interactions, monitor inspection and maintenance reports, escalate issues promptly, and maintain accurate

Qualifications

• No specific educational or technical requirements stated.

Responsibilities

• Manage all guest communication across approved channels.
• Conduct check-in and check-out calls/messages as per SOP timelines.
• Proactively anticipate guest needs and address concerns before escalation.
• Always maintain a professional and solution-oriented tone.
• Support booking inquiries and contribute to conversion.
• Ensure listing details and house rules are clearly communicated.
• Flag pricing or availability issues when identified.
• Coordinate with housekeeping, maintenance, and GSOs.
• Log, track, and follow up on all issues until closure.
• Ensure zero guest-impacting issues remain unresolved during stays.
• Verify unit readiness prior to check-in.
• Ensure all interactions and issues are logged accurately.
• Review inspection reports and elevate deviations.
• Track maintenance reports and confirm closure.
• Maintain accurate shift handovers.
• Escalate guest-impacting issues immediately.
• Identify repeat issues for preventive action.
• Do not promise outcomes outside approved authority.

Job description

SmartCrowd in Dubai is seeking a Guest Relations Executive to manage the full guest communication lifecycle and ensure a smooth, disruption-free experience from pre-arrival to post-checkout. You will be the first line of defense between guests and operational issues, upholding a professional, service-oriented standard.

You will coordinate with housekeeping, maintenance, and GSOs, log all interactions, monitor inspection and maintenance reports, escalate issues promptly, and maintain accurate