Guest Relations Manager
Creek Gate Holiday Homes LLC
Posted 14 days ago
Job Details
Job Summary:
The Guest Relations Executive (GRE) will be responsible for ensuring a seamless and premium experience for guests staying in our holiday homes across Dubai. The role involves managing guest communication, coordinating check-ins/check-outs, handling queries, and maintaining high guest satisfaction standards to generate positive reviews and repeat bookings.
Key Responsibilities:
1. Guest Communication & Support
• Respond to guest inquiries within 1–5 minutes via Airbnb, WhatsApp, and call
• Handle booking confirmations, pre-arrival instructions, and special requests
• Provide a warm welcome message and smooth onboarding experience
• Send check-out instructions and goodbye messages
2. Check-in / Check-out Management
• Ensure smooth, hassle-free check-in process (preferably keyless entry systems)
• Coordinate early check-ins / late check-outs when applicable
• Assist guests with directions, access codes, and property details
3. Guest Experience Management
• Ensure guests receive a hotel-like premium experience
• Arrange special services (decor, cake, transport, etc.) if required
• Handle complaints professionally and resolve issues quickly
• Maintain high ratings (target: 4.5+ reviews)
4. Coordination with Operations Team
• Coordinate with cleaning team to ensure property readiness
• Report maintenance issues immediately
• Ensure apartments are fully stocked (coffee, toiletries, etc.)
• Monitor quality of housekeeping and presentation
5. Reviews & Reputation Management
• Encourage guests to leave positive reviews
• Respond to all guest reviews (positive & negative) professionally
• Maintain brand image across platforms
6. Platform Management
• Manage listings on Airbnb / Booking.com
• Update pricing, availability, and calendar (with tools like Guesty, Pricelabs)
• Optimize listing titles, descriptions, and photos
Required Skills & Qualifications:
• Excellent communication skills (English mandatory)
• Strong customer service mindset
• Ability to handle pressure and urgent situations
• Basic knowledge of Airbnb / hospitality industry preferred
• Tech-savvy (WhatsApp, booking platforms, CRM tools)
• Problem-solving attitude
Performance KPIs:
• Response time (under 5 mins)
• Guest satisfaction rating (4.5+)
• Number of positive reviews
• Issue resolution time
• Occupancy & repeat bookings contribution
The Guest Relations Executive (GRE) will be responsible for ensuring a seamless and premium experience for guests staying in our holiday homes across Dubai. The role involves managing guest communication, coordinating check-ins/check-outs, handling queries, and maintaining high guest satisfaction standards to generate positive reviews and repeat bookings.
Key Responsibilities:
1. Guest Communication & Support
• Respond to guest inquiries within 1–5 minutes via Airbnb, WhatsApp, and call
• Handle booking confirmations, pre-arrival instructions, and special requests
• Provide a warm welcome message and smooth onboarding experience
• Send check-out instructions and goodbye messages
2. Check-in / Check-out Management
• Ensure smooth, hassle-free check-in process (preferably keyless entry systems)
• Coordinate early check-ins / late check-outs when applicable
• Assist guests with directions, access codes, and property details
3. Guest Experience Management
• Ensure guests receive a hotel-like premium experience
• Arrange special services (decor, cake, transport, etc.) if required
• Handle complaints professionally and resolve issues quickly
• Maintain high ratings (target: 4.5+ reviews)
4. Coordination with Operations Team
• Coordinate with cleaning team to ensure property readiness
• Report maintenance issues immediately
• Ensure apartments are fully stocked (coffee, toiletries, etc.)
• Monitor quality of housekeeping and presentation
5. Reviews & Reputation Management
• Encourage guests to leave positive reviews
• Respond to all guest reviews (positive & negative) professionally
• Maintain brand image across platforms
6. Platform Management
• Manage listings on Airbnb / Booking.com
• Update pricing, availability, and calendar (with tools like Guesty, Pricelabs)
• Optimize listing titles, descriptions, and photos
Required Skills & Qualifications:
• Excellent communication skills (English mandatory)
• Strong customer service mindset
• Ability to handle pressure and urgent situations
• Basic knowledge of Airbnb / hospitality industry preferred
• Tech-savvy (WhatsApp, booking platforms, CRM tools)
• Problem-solving attitude
Performance KPIs:
• Response time (under 5 mins)
• Guest satisfaction rating (4.5+)
• Number of positive reviews
• Issue resolution time
• Occupancy & repeat bookings contribution
Language
English, Hindi
Nationality
Emirati (UAE)
Company Size
1-10
Benefits
As per UAE law
Skill
Hospitality
Hotels
MS Office
- Accounting / Finance
- Automobile
- Beauty / Salon
- Cleaner / Housekeeper
- Construction
- Cook / Chef
- Customer Service / Call Centre
- Data Management & Analysis
- Design
- Driver / Delivery
- Education
- Engineering
- Event Management & Operations
- Handyman / Technician
- HR / Admin
- Information Technology
- Legal Services
- Logistics & Distribution
- Manufacturing / Warehouse
- Marine Captain / Crew
- Marketing / Advertising
- Media, Art & Entertainment
- Medical / Healthcare
- Real Estate
- Restaurant Operations
- Sales / Business Development
- Secretarial / Front Office
- Security / Guard
- Sports & Fitness
- Travel & Hospitality
- Others
- Jobs Wanted
- Electronics
- Computers & Networking
- Business & Industrial
- Home Appliances
- Sports Equipment
- Clothing & Accessories
- Cameras & Imaging
- Jewelry & Watches
- Pets
- Musical Instruments
- Gaming
- Baby Items
- Toys
- Tickets & Vouchers
- Collectibles
- Books
- Music
- Free Stuff
- Lost/Found
- DVDs & Movies
- Furniture, Home & Garden
- Mobile Phones & Tablets
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