Guest Relations Officer

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

Job summary

Deluxe Holiday Homes, a leading vacation rental management firm in Dubai, is seeking a Guest Relations Officer to ensure exceptional guest experiences. This role involves personalized service, handling guest requests, and maintaining high satisfaction levels in a vibrant environment. Responsibilities include assisting with check-ins, upselling services, and maintaining guest profiles in a fast-paced setting.

Benefits

Competitive salary package

Employment visa & medical insurance

Air ticket allowance

Annual paid leave

Great working environment

Comprehensive training and support

Opportunity to work in a multicultural environment

Qualifications

• 2-4 years of experience in guest relations, front office, or hospitality roles.
• Proficiency in English and Arabic; additional languages are a plus.
• Ability to resolve guest issues efficiently and professionally.

Responsibilities

• Communicate directly with guests before arrival to coordinate check-in.
• Welcome guests during check-in and ensure a smooth check-out.
• Upsell available services such as city tours and airport transfers.

Skills

Communication

Interpersonal skills

Customer service

Education

High school diploma or equivalent

Degree in hospitality management or related field

Tools

Hotel management software

CRM systems

Job description

Deluxe Holiday Homes is Dubai's leading vacation rental management firm, offering a wide range of services including vacation rentals, property management, real estate brokerage, and more. We manage over 700 properties with a dedicated team of over 240 professionals, driven by innovation, professionalism, and excellence.

About the role:

As a Guest Relations Officer, you will be responsible for ensuring an exceptional guest experience by offering personalized service, handling requests, resolving complaints, and acting as a liaison between guests and various departments. Your role also involves maintaining high levels of guest satisfaction and fostering a welcoming atmosphere.

Responsibilities:

• Communicate directly with guests before arrival to coordinate a smooth check-in process.
• Welcome guests during check-in and bid farewell during check-out.
• Ensure all check-ins and check-outs are handled smoothly without unnecessary delays or discomfort.
• Possess detailed knowledge about the apartment/villa, local attractions, and the city.
• Keep updated records on arrivals, departures, and apartment conditions.
• Collect guest feedback during departure, noting likes and dislikes, and maintain guest profiles.
• Upsell available services such as city tours, breakfast delivery, airport transfers, etc.
• Perform basic cashier activities for collecting or refunding payments as required.
• Provide a proper handover to the next shift.
• Follow house rules and policies laid down by management.
• Conduct property inspections before arrival, after departure, and upon request, reporting issues when necessary.
• Assist with tasks such as viewings, key management, property visits, inspections, and transportation when needed.

Benefits:

• Competitive salary package
• Employment visa & medical insurance
• Air ticket allowance
• Annual paid leave
• Great working environment
• Comprehensive training and support
• Opportunity to work in a multicultural environment

Requirements:

• High school diploma or equivalent; a degree in hospitality management or related field is preferred.
• 2-4 years of experience in guest relations, front office, or hospitality roles.
• Proficiency in English and Arabic; additional languages are a plus.
• Strong communication and interpersonal skills with a passion for customer service.
• Ability to resolve guest issues efficiently and professionally.
• Familiarity with hotel management software and CRM systems.
• Ability to work collaboratively across departments.
• Willingness to work in a dynamic environment, including nights, weekends, and holidays.

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