Guest Relations Manager

Alliance Ventura; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A luxury hospitality provider in Dubai is seeking a Guest Relations Manager to oversee the guest journey, ensuring a seamless five-star experience. The ideal candidate will excel in delivering personalized service and resolving guest issues while maintaining brand standards. Experience in luxury hospitality and exceptional communication skills are essential for this role.

Qualifications

• Exceptional communication and interpersonal skills, delivering warm, refined experiences.
• Deep understanding of luxury hospitality standards and 5-star expectations.
• Skilled in discreetly resolving guest issues and creating positive experiences.

Responsibilities

• Oversee the guest journey to guarantee exceptional service and satisfaction.
• Anticipate guest needs and tailor experiences aligned with luxury standards.
• Maintain communication with guests and coordinate with teams for flawless execution.

Skills

Exceptional communication and interpersonal skills

Deep understanding of luxury hospitality standards

Strong focus on guest satisfaction

Skilled in resolving guest issues discreetly

Highly organized with attention to detail

Tech-savvy, experienced with PMS

Professional appearance and polished etiquette

Proactive and culturally aware

Job description

Ventura Stays is Dubai’s leading luxury short-term rental brand, where hospitality meets excellence. We curate high-end living experiences across Dubai’s most prestigious community; Dubai Hills, offering our guests more than a stay: an experience of refined comfort, personalized service, and unforgettable memories.

Role Overview

We are seeking an experienced, detail-oriented, and service-drivenGuest Relations Managerto join our growing hospitality team. This individual will serve as the face of Ventura Stays—ensuring every guest enjoys a seamless, five-star experience from inquiry to checkout, while maintaining the brand’s commitment to excellence, discretion, and warmth.

Key Responsibilities

• Guest Experience Management:
• Oversee all aspects of the guest journey—pre-arrival, stay, and post-departure—to guarantee exceptional service, satisfaction, and repeat bookings.
• Personalized Service:
• Anticipate guest needs and tailor experiences (e.g., welcome amenities, special requests, concierge arrangements) aligned with Ventura Stays’ luxury standards.
• Communication & Coordination:
• Maintain direct communication with guests via WhatsApp, phone, and email. Coordinate with housekeeping, maintenance, concierge, and operations teams to ensure flawless execution.
• Complaint Resolution:
• Handle issues promptly and professionally, turning challenges into opportunities for positive brand impressions.
• Brand Consistency:
• Uphold Ventura Stays’ service tone, guest communication style, and brand image across all touchpoints.
• Quality Assurance:
• Conduct spot checks before guest arrivals to ensure units meet our 5-star cleanliness, setup, and presentation standards.
• Upselling & Guest Retention:
• Promote upsell items, concierge services, and repeat bookings.
• Reporting:
• Provide weekly reports on guest satisfaction, reviews, and operational feedback to management.

Skills

• Exceptional communication and interpersonal skills, delivering a warm yet refined guest experience.
• Deep understanding of luxury hospitality standards and 5-star service expectations.
• Strong focus on guest satisfaction, anticipating needs and personalizing each stay.
• Skilled in resolving guest issues discreetly and turning challenges into positive experiences.
• Highly organized with exceptional attention to detail in villa presentation and guest communication.
• Tech-savvy, experienced with PMS, WhatsApp Business, and concierge coordination.
• Professional appearance, polished etiquette, and alignment with Ventura Stays’ brand values.
• Proactive, empathetic, and culturally aware, ensuring every guest feels genuinely cared for.