Guest & Operation Coordinator

Seraya; Dubai; On-site; AED 134,000 - 201,000; Full time

Job summary

Seraya is a Dubai-based luxury holiday home company seeking a Guest Experience & Operations Coordinator to be the heartbeat of daily operations. You will manage guest communications, coordinate with maintenance, housekeeping, hosts and building management, and drive bookings with strategic quotes and upsells.

The ideal candidate combines five-star hospitality, commercial sense, and exceptional organization, with English fluency and proven experience in luxury guest-facing roles.

Qualifications

• Guest-obsessed with a five-star hospitality mindset.
• Commercial mindset to grow revenue.
• Extremely organized with ability to track many guests, properties and deadlines.
• Street-smart and proactive; solves problems and knows when to escalate.
• Natural relationship builder with colleagues and partners.
• Excellent English communication, written and spoken.
• Experience in luxury hospitality or a similar guest-facing role is a MUST.
• Nice to have: Dubai holiday home space and DTCM knowledge.

Responsibilities

• Own all guest communication by phone and chat, before, during and after each stay.
• Deliver luxury-hotel service and find a way to say yes, without compromising quality or revenue.
• Resolve issues end to end, in person when needed, and protect our 5-star rating.
• Connect guests with maintenance, housekeeping, check-in hosts and building management.
• Own the ticketing system and make sure every visit happens at the time agreed with the guest.
• Follow up proactively and escalate to management when needed.
• Register every guest with building management and on the DTCM portal before arrival.
• Convert booking enquiries with strategic, tailored quotes and smart upsells.

Skills

Guest-obsessed

Commercial mindset

Highly organized

Street-smart

Relationship builder

Excellent communicator

English proficiency

Job description

Seraya is an elevated holiday home company in Dubai.

We are looking for someone who brings the guest mindset of the world's finest luxury hotels, the organiation of an operations lead, and the commercial instinct of a good salesperson.

As Guest Experience & Operations Coordinator, you are the heart of our daily operations: you look after every guest, keep every team and ticket on schedule, handle registrations, and turn enquiries into bookings.

Key responsibilities

Guest communication

• Own all guest communication by phone and chat, before, during and after each stay.
• Deliver luxury-hotel service and find a way to say yes, without compromising quality or revenue.
• Resolve issues end to end, in person when needed, and protect our 5-star rating.

Coordination

• Connect guests with maintenance, housekeeping, check-in hosts and building management.
• Own the ticketing system and make sure every visit happens at the time agreed with the guest.
• Follow up proactively and escape to management when needed.

Administration

• Register every guest with building management and on the DTCM portal before arrival.
• Convert booking enquiries with strategic, tailored quotes and smart upsells.

Who you are

• Guest-obsessed, with a five-star hospitality mindset.
• Commercially minded: you find the answer that delights the guest and grows revenue.
• Extremely organised, able to track many guests, properties and deadlines at once.
• Street-smart and proactive: you solve problems, act on good judgement and know when to escape.
• A natural relationship builder with colleagues and partners.
• Excellent communicator in English, written and spoken.
• Experience in luxury hospitality, or a similar guest-facing role is a MUST

Nice to have

• Experience with Dubai holiday home space and DTCM knowledge