Assistant Guest Relations Manager

Reinventing Short-Term Renting

At SmartStay, we’re redefining hospitality in Dubai with our exceptional approach to managing luxury holiday homes. Our mission is to create unforgettable guest experiences, ensuring seamless stays that result in glowing reviews and loyal returning guests. As we continue to grow, we are looking for a dedicated and personable Assistant Guest Relations Manager to enhance our guest interactions and uphold our 5-star service standards.

The Role: Assistant Guest Relations Manager 

The Assistant Guest Relations Manager is responsible for overseeing guest interactions, ensuring seamless check-ins and check-outs, and maintaining the highest standards of hospitality. This role is essential in delivering exceptional guest experiences, addressing guest requests promptly, and coordinating with internal teams to maintain SmartStay’s 5-star service standards. By ensuring smooth operations and fostering strong guest relationships, the Assistant Guest Relations Manager plays a key role in maintaining high satisfaction ratings and encouraging repeat stays.

Responsibilities:

• Lead and supervise the Guest Relations team, ensuring all guest interactions meet SmartStay’s 5-star hospitality standards.
• Oversee daily guest operations, including check-ins, check-outs, and special guest requests, ensuring a seamless and efficient process.
• Train, mentor, and manage the Guest Relations team to enhance service quality, guest satisfaction, and operational efficiency.
• Monitor and improve guest experience strategies, focusing on securing positive reviews and encouraging repeat bookings.
• Coordinate with housekeeping, maintenance, and other departments to resolve guest issues promptly and maintain property excellence.
• Conduct property inspections to ensure apartments are guest-ready and meet SmartStay’s quality standards.
• Handle escalated guest concerns professionally, providing swift resolutions and ensuring guest satisfaction.
• Analyze guest feedback and operational data, implementing improvements to enhance service quality and efficiency.
• Ensure compliance with guest registration processes through platforms like Sakani and DTCM portals.
• Perform check-ins and check-outs as needed, especially during peak times or VIP guest arrivals, to maintain a high level of service.
• Develop and implement team schedules, ensuring proper coverage for 24/7 guest support, including late-night arrivals.

Qualifications:

• 3-5 years of experience in a Guest Relations, Front Office, or Customer Service managerial role within a 5-star hotel or luxury holiday home in Dubai
• A valid UAE driving license is required.
• Proven leadership experience, with the ability to train, mentor, and manage a team to deliver high-quality guest experiences.
• Strong problem-solving and decision-making skills, with a proactive approach to guest concerns and service improvements.
• Excellent communication and interpersonal skills, with a guest-first mindset and the ability to build lasting relationships.
• Hands-on experience with guest management, escalations, and complaint resolution in a fast-paced hospitality environment.
• Proficiency in using property management tools such as HostAway, Breezeway, and guest registration platforms like Sakani and DTCM portals.
• Ability to multitask, prioritize, and work under pressure, ensuring seamless operations during peak periods.
• Must be available to start immediately.

What We Offer:

• Competitive salary package.
• A leadership role with flexibility based on responsibilities rather than fixed working hours.
• A dynamic workplace culture that values innovation, efficiency, and collaboration.
• Healthcare insurance and employment visa.