Guest Relations Supervisor

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 Supervisor

As a Guest Relations Supervisor, you will oversee the daily operations of the Guest Relations team, manage the schedule, and ensure that all staff members are equipped to provide high-quality service. You will handle escalation complaints with grace and efficiency, ensuring guest concerns are addressed promptly and effectively. Additionally, you will coordinate closely with the Operations Team (OT) for the onboarding of new listings, ensuring all processes align with our commitment to exceptional guest care.

Responsibilities:

• Welcome guests personally, ensuring a smooth check-in, and provide a warm and friendly greeting. Conduct property walkthroughs to ensure everything is perfect for their stay.
• Lead, mentor, and manage the Guest Relations team to maintain high service standards and support staff in their roles.
• Implement strategies during check-in to build rapport with guests, encouraging them to leave five-star reviews and return for future stays.
• Manage the schedule of the team to ensure adequate coverage and seamless operations at all times.
• Handle escalation complaints effectively, ensuring that guest concerns are resolved to their satisfaction.
• Coordinate with the Operations Team (OT) to facilitate the onboarding of new listings, ensuring all necessary preparations are made for incoming guests.
• Work closely with the team to maintain a smooth operation, ensuring everything runs efficiently from check-in to check-out.
• Ensure all guest requests and operational issues are handled promptly 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 all operations.
• Be flexible and available to work night shifts to accommodate late-night check-ins.

Requirements:

• 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, is a plus.
• Experience with building management tools like Sakani and using the DTCM portal for guest registration and compliance is a plus.

Benefits:

• 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.

Apply Now

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!