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 now looking for an Guest Relations Manager to support and drive our day-to-day operations, while ensuring consistently high guest satisfaction.

The Role: Guest Relations Manager

As Guest Relations Manager you will assist in the operations of our growing portfolio of luxury holiday homes. You will play an essential role in driving operational efficiency, managing apartment and client onboarding, housekeeping and maintenance processes, and ensuring that our luxury apartments are always ready for guests.

Reporting to the Operations Manager, you will assist in managing daily workflows, guest interactions, apartment readiness, and service quality. This role requires a sharp operational mind and a hospitality-first approach. You will help ensure both the efficiency of internal teams and the 5-star satisfaction of our guests.

Responsibilities

• Act as the primary point of contact in the absence of the Operations Manager, ensuring seamless decision-making and operational continuity.
• Oversee and coordinate internal workflows related to guest relations, housekeeping, maintenance, inventory, procurement, and property readiness.
• Maintain and update Standard Operating Procedures (SOPs) for all operational departments.
• Participate in strategic planning sessions and support the execution of company-wide initiatives.
• Train, mentor, and schedule operational and support staff to ensure effective coverage and consistent performance.
• Foster a culture of proactive service, continuous improvement, and cross-departmental teamwork.
• Lead quality assurance initiatives including SOP compliance, internal audits, and operational reporting using tools like Monday.com and Breezeway.
• Conduct routine and random property inspections to ensure apartments meet SmartStay’s quality and readiness standards.
• Drive project-based initiatives such as process improvements, vendor assessments, and technology implementation.
• Assist in the onboarding of new apartments, ensuring timely launches with complete documentation and operational readiness.
• Collaborate with maintenance and housekeeping teams to manage both preventive and corrective tasks efficiently.
• Supervise guest check-ins and check-outs to ensure a smooth experience for guests.
• Resolve guest complaints or escalations in a timely and empathetic manner, ensuring service recovery and satisfaction.
• Ensure compliance with local regulations, including DTCM and Sakani guest registration processes.
• Monitor guest reviews, operational reports, and KPIs; identify trends and recommend improvements to the Operations Manager.
• Identify inefficiencies in daily operations and support the implementation of systems and solutions to enhance overall performance.
• Work closely with the team to ensure every guest experience exceeds expectations.
  
  

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.
  
  

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.
  
  

Job Type: Full-time

Location: Dubai

How to Apply: Applications are considered on a first-come basis. We look forward to discussing how you can contribute to our team and help us achieve new heights!