Guest Relations Officer (Virtual)

SmartStay; Dubai; Hybrid; AED 60,000 - 120,000; Full time

Job summary

A leading holiday homes company in Dubai seeks a dedicated Virtual Guest Relation Officer to enhance the guest experience. This role involves managing communications from booking to checkout, ensuring satisfaction and safety for guests, and leveraging digital tools for efficiency. The ideal candidate possesses outstanding English communication skills, problem-solving abilities, and experience in short-term rentals or hospitality. Competitive compensation with performance-based bonuses is offered. Join a dynamic team focused on excellence and growth.

Benefits

Competitive Compensation

Performance-based bonuses

Career development opportunities

Qualifications

• Proficient in English; Arabic is a plus.
• Ability to work any shift in a 24-hour coverage schedule.
• Experience in short-term rentals and reservations.

Responsibilities

• Be the principal point of contact for guests throughout their stay.
• Manage guest communications via calls, emails, and chats.
• Assist with payment processing for financial transactions.

Skills

Outstanding English communication skills

Quick thinking and strong problem-solving skills

Strong organisational skills

Independent worker with a flexible mindset

Experience with platforms such as Airbnb

Tools

HostAway

HostAI

Slack

Job description

Reinventing Short-Term Renting

SmartStay is a holiday homes company that offers luxury furnished apartments in prime locations like Downtown Dubai. At SmartStay, we pride ourselves on delivering exceptional service and reliability to our clients. As we continue to grow, we're looking for a dedicated and proactive Virtual Guest Relation Officer to join our dynamic team.

The Role: Virtual Guest Relation Officer

Are you a proactive, self-driven professional with experience in hospitality and short-term rental management? SmartStay seeks a Virtual Guest Relation Officer to play a pivotal role in ensuring our guests enjoy a seamless and exceptional stay. You will manage the entire guest experience journey, addressing customer needs and maintaining our high standards of service through excellent communication and administrative support.

Responsibilities

• Be the principal point of contact for guests, ensuring their comfort, satisfaction, and safety throughout their stay.
• Manage and optimize guest communications from booking to checkout, including inbound and outbound calls, emails, chats, and WhatsApp.
• Assist with payment processing to ensure smooth financial transactions
• Coordinate with the on-site team to ensure quick and efficient resolution of any cleaning and maintenance issues, ensuring a seamless guest experience.
• Proactively identify guests' needs and take steps to ensure positive experiences, fostering strong relationships with guests.
• Manage guest reviews and work towards maintaining a 5-star rating across all platforms.
• Maintain accurate records of guest registration on the Building Management, Sakani and DTCM portals.
• Utilize digital tools and software, such as HostAway CRM systems, monday task management platforms, and communication apps like Slack, HostAI, to optimize guest services and operational efficiency.

Qualifications

• Outstanding English communication skills; Arabic proficiency is a plus
• Ability to work any shift within a 24-hour coverage schedule
• Quick thinking and strong problem-solving skills to manage situations efficiently
• Strong organisational, multitasking, and time management skills, with attention to detail.
• Independent worker with a flexible mindset, able to adapt to the fast-paced nature of the short-term rental industry.
• Experience in short-term rentals, reservations, and familiarity with platforms such as Airbnb, Booking.com, and Expedia.
• Experience with systems like HostAway, HostAI, Breezway, monday, Slack is advantageous.
• Reliable and high-speed internet connection is essential for this remote role.

What We Offer

• Competitive Compensation with performance-based bonuses linked to guest satisfaction and company growth.
• Opportunity to interact with international guests and manage some of Dubai’s most iconic properties.
• A dynamic workplace that values creativity, efficiency, and collaboration.
• Work with a supportive team committed to collective growth, excellence, and continuous improvement.
• Career development and learning opportunities

How to Apply

Applications are considered on a first-come basis. We look forward to discussing how you can contribute to our team and help us achieve new heights!