Luxury Guest Experience & Operations Lead

Seraya; Dubai; Presencial; AED 134 000 - 201 000; Tempo integral

Resumo da oferta

Seraya is a Dubai-based luxury holiday home company seeking a Guest Experience & Operations Coordinator to be the heartbeat of daily operations. You will manage guest communications, coordinate with maintenance, housekeeping, hosts and building management, and drive bookings with strategic quotes and upsells.

The ideal candidate combines five-star hospitality, commercial sense, and exceptional organization, with English fluency and proven experience in luxury guest-facing roles.

Qualificações

• Guest-obsessed with a five-star hospitality mindset.
• Commercial mindset to grow revenue.
• Extremely organized with ability to track many guests, properties and deadlines.
• Street-smart and proactive; solves problems and knows when to escalate.
• Natural relationship builder with colleagues and partners.
• Excellent English communication, written and spoken.
• Experience in luxury hospitality or a similar guest-facing role is a MUST.
• Nice to have: Dubai holiday home space and DTCM knowledge.

Responsabilidades

• Own all guest communication by phone and chat, before, during and after each stay.
• Deliver luxury-hotel service and find a way to say yes, without compromising quality or revenue.
• Resolve issues end to end, in person when needed, and protect our 5-star rating.
• Connect guests with maintenance, housekeeping, check-in hosts and building management.
• Own the ticketing system and make sure every visit happens at the time agreed with the guest.
• Follow up proactively and escalate to management when needed.
• Register every guest with building management and on the DTCM portal before arrival.
• Convert booking enquiries with strategic, tailored quotes and smart upsells.

Conhecimentos

Guest-obsessed

Commercial mindset

Highly organized

Street-smart

Relationship builder

Excellent communicator

English proficiency

Descrição da oferta de emprego

Seraya is a Dubai-based luxury holiday home company seeking a Guest Experience & Operations Coordinator to be the heartbeat of daily operations. You will manage guest communications, coordinate with maintenance, housekeeping, hosts and building management, and drive bookings with strategic quotes and upsells.

The ideal candidate combines five-star hospitality, commercial sense, and exceptional organization, with English fluency and proven experience in luxury guest-facing roles.