Guest Service Ambassador

Management Solutions International MSI; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A hospitality management firm in Dubai is seeking a Guest Service Ambassador responsible for overseeing guest operations coordination to ensure seamless experiences. The role requires managing the guest journey from booking to post-stay, maintaining service level agreements (SLAs), and resolving any operational issues. Ideal candidates will have 2-5 years of hospitality experience, strong problem-solving skills, and a valid UAE driving license. This full-time position requires availability on shifts, weekends, and public holidays.

Qualifications

• 2–5 years of experience in hospitality guest services or operations coordination.
• Proven capability to manage multiple live cases under time pressure.
• Willingness to work shifts, weekends, and public holidays.

Responsibilities

• Oversee the end-to-end guest journey from booking to post-stay.
• Act as primary escalation point for guest access issues and complaints.
• Maintain detailed shift handovers for continuity of guest cases.

Skills

Strong guest-facing communication

Problem-solving skills

Calm and structured approach

Ownership accountability

Education

Valid UAE Driving License

Job description

Job Title: Guest Service Ambassador (Operations Coordination)

Industry: Hospitality / Holiday Homes / Short-Term Rentals
Employment Type: Full-time
Location: UAE

Role Overview

The Guest Service Ambassador (GSA) plays a critical live operations coordination role ensuring seamless guest experiences through proactive monitoring, escalation, and cross‑team coordination. This role does not directly execute guest messaging; instead it focuses on overseeing guest journeys, ensuring SLA compliance, and resolving operational issues in real time by coordinating with internal Admin Operations and Reservations teams.

Key Responsibilities

• Guest Journey & SLA Management
  • Oversee the end-to-end guest journey from booking confirmation to post‑stay follow‑up
  • Ensure all SOP timelines and service level agreements (SLAs) are consistently met
  • Monitor automated and Admin‑led communications, intervening during exceptions or failures
• Live Operations Coordination
  • Act as the primary operational escalation point for:
    • Access issues
    • No‑response cases
    • Late arrivals
    • Mid‑stay escalations
  • Coordinate with Admin Operations and Reservations teams to unblock issues swiftly
  • Ensure arrival‑day and checkout‑day readiness; escalate gaps immediately
• Issue Resolution & Service Recovery
  • Handle guest complaints and coordinate service recovery as per escalation protocols
  • Support urgent or last‑minute on‑ground guest requirements when needed
  • Make real‑time operational decisions to ensure uninterrupted guest stays
• Reporting & Handover
  • Maintain clear and detailed shift handovers to ensure continuity of live guest cases
  • Flag SLA breaches, recurring issues and process gaps to supervisors for improvement

Authority & Decision Scope

• Authorized to coordinate, escalate and drive teams to resolve guest issues
• Empowered to make real‑time decisions to unblock the guest journey
• Not authorized to modify pricing policies or offer compensation without approval

Required Qualifications & Experience

• Valid UAE Driving License (Mandatory)
• 2–5 years of experience in hospitality guest services or operations coordination
• Strong guest‑facing communication and problem‑solving skills
• High ownership accountability and decision‑making ability
• Proven capability to manage multiple live cases under time pressure
• Calm, structured and solution‑oriented approach during escalations
• Willingness to work shifts, weekends and public holidays

Preferred / Nice‑to‑Have

• Experience in holiday homes or short‑term rental operations
• Existing relationships with building managements in Dubai
• Exposure to SOP‑driven automation‑supported or high‑volume operations

Key Success Indicators

• Guest issues resolved efficiently with minimal escalation
• Consistent adherence to SOPs and SLAs
• Seamless shift handovers with zero dropped cases
• Reduction in repeat issues caused by process or coordination gaps

License / Certification

• UAE Driving License (Required)

Required Skills:

None specified beyond those listed in qualifications.