Guest Relations & Coordination Supervisor

Deluxe Holiday Homes; Dubai; On-site; AED 60,000 - 120,000; Full time

Job summary

A leading holiday rental company in Dubai is seeking a Guest Operations Supervisor to lead multiple teams and ensure seamless guest experiences. The ideal candidate will have over 5 years of experience in guest operations, with proven leadership skills and a strong knowledge of regulatory compliance. This is an exciting opportunity to contribute to optimizing guest experiences and operational efficiency.

Qualifications

• 5+ years of experience in guest operations or front-office roles.
• At least 2 years in a supervisory capacity.
• Strong knowledge of DTCM regulations and compliance procedures.

Responsibilities

• Lead four key frontline teams in guest operations.
• Ensure compliance with all regulatory and brand standards.
• Produce and circulate the weekly Guest Operations Scorecard.

Skills

Leadership

Organizational skills

Communication

Analytical skills

Education

Bachelor’s degree in Hospitality, Business Administration, or related field

Tools

Property Management Systems (e.g., PMS, Breezeway)

Job description

Job Summary

The Guest Operations Supervisor ensures seamless, compliant, and data-driven guest experiences from booking confirmation through departure. This role leads and oversees four key frontline teams—Guest Relations Officers (GROs), GRO & Housekeeping Coordinators, Guest Relations Admins, and Keys / Cards Admins—guaranteeing smooth arrivals, high-quality stays, and adherence to all regulatory and brand standards.

Responsibilities

1. Guest Relations Officers (Team Size : 12)

Lead end-to-end team management, including recruitment, onboarding, and training.

Maintain and update the master GRO checklist, conducting quarterly training refreshers.

Monitor real-time task completion via PMS and Breezeway; intervene on missed SLAs and escalated guest concerns.

Conduct monthly shadowing sessions and quality audits; assess GRO performance in punctuality, appearance, communication, and task accuracy.

2. GRO & Housekeeping Coordinators (Team Size : 3)

Create daily rosters for GROs and housekeeping, optimizing for efficiency and minimizing scheduling conflicts.

Validate that property status updates in PMS accurately reflect real-time field conditions; ensure same-day rectification.

Forecast staffing needs 90 days in advance based on demand trends; propose resourcing or process changes accordingly.

Serve as the central liaison for schedule changes requested by Finance, Revenue, or Property Care teams.

3. Guest Relations Admins (Team Size : 5)

Ensure timely collection of guest documents, arrival times, and security deposits ≥ 48 hours before check-in.

Complete DTCM registration and deregistration within 8 hours of guest check-in / out, maintaining 100% compliance.

Submit and track community registration documentation within SLA; escalate unresolved issues promptly.

Digitally file all guest documents; tag any compliance exceptions for further review (e.g., PEP or sanctioned entity matches).

4. Keys & Access Cards Admins (Team Size : 2)

Manage creation, labeling, and logging of all keys, cards, and smart-lock credentials; maintain recovery rate > 98%.

Reconcile physical and digital key inventories weekly; flag discrepancies to Finance for deposit actions.

Authorize lost-key charges up to AED 500; escalate higher-value issues per policy.

Process Improvement & Compliance Oversight

Maintain the live SOP repository across guest operations (arrival, departure, DTCM, AML / KYC, etc.); update within 5 business days of any change.

Lead monthly cross-functional risk reviews; track issues, fines, or complaints; maintain action logs and follow up to closure.

Support automation and digital transformation initiatives, measuring impact on efficiency and compliance.

Reporting & Analytics

Produce and circulate a weekly Guest Operations Scorecard, covering metrics such as CSAT, SLA adherence, documentation compliance, and keyhandling errors.

Present quarterly performance deep-dives to senior management, including trend analysis and efficiency ratios.

Maintain an up-to-date compliance risk register with identified risks and mitigation strategies; review bi-weekly with the Guest Support Center Manager.

Qualifications & Experience

Bachelor’s degree in Hospitality, Business Administration, or related field.

5+ years of experience in guest operations or front-office roles, with at least 2 years in a supervisory capacity.

Strong knowledge of property management systems (e.g., PMS, Breezeway), DTCM regulations, and compliance procedures.

Proven leadership skills and ability to manage cross-functional teams.

Excellent organizational, communication, and analytical skills.

Key Competencies

Attention to detail and process orientation

Crisis and escalation management

Cross-team coordination

Data-driven decision-making

Regulatory compliance awareness

Tech-savviness with hospitality systems