Residence Experience Executive- European national

Confidential Company; Dubai; On-site; AED 60,000 - 96,000; Full time

Job summary

Confidential Company in Dubai seeks a Resident Experience Associate to welcome new tenants, coordinate handovers and support tenancy operations with the Residence Services teams. You will engage residents through events, manage profiles and preferences, respond to requests with tact, and ensure data accuracy while staying flexible across shifts, including busy weekends.

In a luxury residential setting, strong English communication and a polished, discreet demeanor are essential to deliver

Qualifications

• Relevant experience in guest relations, front office, concierge, community management or customer service, ideally in residential or luxury hospitality.
• Experience in a residential tower, serviced residence or five-star hotel in the UAE is an advantage.
• Experience in handling guest or resident requests and complaints with calm and tact.

Responsibilities

• Welcome new tenants from contract signature with a message or call by SMS, WhatsApp or email, and keep in touch until handover.
• Help prepare each apartment before handover: welcome basket, personal card with the Manager's business card attached, and the branded doormat.
• Support the apartment handover, the onboarding briefing and the move-in together with the Handover, Tenancy and Residence Services teams.
• Make courtesy calls and visits at day 7, 30 and 90, and deliver birthday and seasonal gestures (Ramadan, Eid, National Day).
• Keep resident profiles up to date with preferences, language and birthday.
• Support meet-and-greet events, wellness activities and community moments together with the Wellness Team.
• Be present and approachable in the lobby, in the rush hours and at weekends, with a tablet in hand.
• Be a friendly first contact for resident concerns: listen, acknowledge, apologies sincerely where appropriate and take the matter on.
• Resolve simple issues straight away, and hand anything beyond the agreed limit to the Residence Experience Manager with full context.
• Hand matters over warmly to the owning team and follow up to confirm that the resident is content.
• Record every complaint and its outcome in the system.
• Use the Designed App and the tablet to answer messages, manage profiles, events and surveys.
• Keep resident data accurate and use it only with the residents' consent.
• Help out in other departments where needed, for example at peak times, handovers and events.
• Step in for the fellow Executive and for colleagues during leave, sickness or other absence, in a collegial spirit.
• Fully flexible with working hours and place of work.

Skills

Guest relations

Front office

Concierge

Community management

Customer service

Hospitality

Education

Hospitality diploma

Business degree

Job description

Resident journey

• Welcome new tenants from contract signature with a message or call by SMS, WhatsApp or email, and keep in touch until handover.

• Help prepare each apartment before handover: welcome basket, personal card with the Manager's business card attached, and the branded doormat.

• Support the apartment handover, the onboarding briefing and the move-in together with the Handover, Tenancy and Residence Services teams.

• Make courtesy calls and visits at day 7, 30 and 90, and deliver birthday and seasonal gestures (Ramadan, Eid, National Day).

• Keep resident profiles up to date with preferences, language and birthday.

Community and events

• Support meet-and-greet events, wellness activities and community moments together with the Wellness Team.

• Be present and approachable in the lobby, in the rush hours and at weekends, with a tablet in hand.

Complaints and service recovery

• Be a friendly first contact for resident concerns: listen, acknowledge, apologies sincerely where appropriate and take the matter on.

• Resolve simple issues straight away, and hand anything beyond the agreed limit to the Residence Experience Manager with full context.

• Hand matters over warmly to the owning team and follow up to confirm that the resident is content.

• Record every complaint and its outcome in the system.

Resident data and the App

• Use the Designed App and the tablet to answer messages, manage profiles, events and surveys.

• Keep resident data accurate and use it only with the residents' consent.

Teamwork across departments

• Help out in other departments where needed, for example at peak times, handovers and events.

• Step in for the fellow Executive and for colleagues during leave, sickness or other absence, in a collegial spirit.

Desired Candidate Profile

Experience

• Relevant experience in guest relations, front office, concierge, community management or customer service, ideally in residential or luxury hospitality.

• Experience in a residential tower, serviced residence or five-star hotel in the UAE is an advantage.

• Experience in handling guest or resident requests and complaints with calm and tact.

Education

• Diploma or degree in hospitality, business or a related field is preferred.

Skills and personal profile

• Fluent English, written and spoken. Further foreign languages are an advantage.

• Warm, calm and polished, principles: unrushed, intentional, considered and durable.

• Friendly, patient and fair when residents are upset: a good listener who takes ownership.

• Proactive and reliable, follows up without being asked and keeps accurate records.

• Discreet with resident information.

• A collegial team player who supports other departments and colleagues when needed.

• Fully flexible with working hours and place of work.