Guest Relations Officer

SmartStay; United Arab Emirates; On-site; AED 60,000 - 80,000; Full time

Job summary

A dynamic hospitality company in the United Arab Emirates is seeking a proactive Guest Relations Officer to enhance guest experiences. In this role, you will welcome guests, manage check-in processes, and ensure smooth operations, contributing to the company's mission of providing exceptional service. Ideal candidates will have experience in luxury hospitality and excellent communication skills. Competitive salary and full residency sponsorship offered.

Benefits

Competitive salary with bonuses

Full residency sponsorship

Comprehensive healthcare coverage

Professional development opportunities

Collaborative work environment

Qualifications

• Proven experience as Guest Relations Officer in 5-star hotels or holiday homes.
• Track record of handling guest interactions for positive reviews.
• Exceptional communication skills in English.

Responsibilities

• Welcome guests personally and ensure smooth check-in.
• Conduct property walkthroughs for guest satisfaction.
• Implement strategies to encourage positive reviews.

Skills

Guest relations expertise

Communication skills

Customer service orientation

Team collaboration

Flexibility for night shifts

Familiarity with property management tools

Tools

Hostaway

Breezeway

Sakani

DTCM portal

Job description

Overview

Reinventing Short-Term Renting at SmartStay, we’re changing the game in Dubai’s hospitality scene with our exceptional approach to managing holiday homes. Our focus is on providing 5-star guest experiences and ensuring every stay is unforgettable. We believe that delivering outstanding service leads to glowing reviews and, most importantly, keeps guests coming back.

The Role: Guest Relations Officer

We are looking for a proactive Guest Relations Officer to join our growing team at SmartStay. In this role, you will be the face of our brand, greeting guests upon arrival, ensuring a smooth check-in, and making them feel at home from the moment they walk through the door. Your focus will be on creating exceptional guest experiences, encouraging returning guests, and securing positive reviews that help drive our reputation. This is a fantastic opportunity for someone with experience in hospitality, particularly in 5-star hotels or holiday homes in Dubai. You will work independently but collaborate closely with the team to ensure smooth operations and a consistent guest experience. If you're passionate about delivering exceptional service and have a desire to grow with a fast‑paced, dynamic company, this is the role for you.

Key Responsibilities

• Welcome guests personally, ensuring a smooth check-in and providing a warm, friendly greeting.
• Conduct property walkthroughs to ensure everything is perfect for their stay.
• Implement strategies during check-in to build rapport with guests, encouraging them to leave five‑star reviews and return for future stays.
• Work closely with the team to maintain a seamless operation, making sure everything runs smoothly from check‑in to check‑out.
• Ensure all guest requests and operational issues are handled effectively by coordinating with housekeeping, maintenance, and suppliers.
• Use property management tools like Hostaway and Breezeway to manage both guest interactions and property tasks, ensuring efficiency and quality in everything we do.
• Be flexible and available to work night shifts to accommodate late‑night check‑ins.

Key Skills & Qualifications

• Proven experience as a Guest Relations Officer, ideally in 5‑star hotels or holiday homes in Dubai, with a focus on in‑person interactions and making guests feel special.
• Experience handling guest interactions that lead to positive reviews and returning guests.
• Exceptional communication skills in English, with the ability to provide outstanding service and create lasting relationships with guests.
• Comfortable working independently and taking ownership of your tasks while being part of a team.
• Flexible and able to work night shifts to accommodate late check‑ins and ensure a smooth experience for guests.
• Familiarity with property management tools like Hostaway and Breezeway, which help with both reservation management and property maintenance.
• Experience with building management tools like Sakani and using the DTCM portal for guest registration and compliance is a plus.

What We Offer

• Competitive salary with performance‑based bonuses and rapid growth opportunities.
• Full residency sponsorship and comprehensive healthcare coverage with no co‑pay.
• Opportunities to develop professionally and grow within a fast‑growing company.
• A dynamic and collaborative work environment where your contributions directly influence the guest experience.
• A chance to directly influence the growth and quality level of SmartStay, making a meaningful impact on the future of hospitality in Dubai.

How To Apply

If you’re passionate about providing exceptional guest experiences and are ready to be part of a fast‑growing company, we want to hear from you. Applications are reviewed on a rolling basis, so don’t delay. Join us to shape the future of hospitality!