Guest Relations Executive

Ultimate Stay Vacation Homes Rental is a rapidly growing full-service property management company that connects premium property owners with quality guests from around the world. Our vision is to bridge the gap in luxurious hospitality by providing a trusted and reliable connection between quality guests and premium property owners. In the heart of what we do, always lies the highest level of service and excellence of Client’s experience. We firmly believe that unforgettable memories are created in unforgettable environments.

The Company's Leadership encompasses top universities graduates (e.g. CBS, CEMS, LBS) and professionals (e.g. Bain, BCG, UBS) that leverage their business, real estate and traveling experience to transform the hospitality industry in Dubai, through excellent customer service (e.g. high ratings, Airbnb Super Host status), cutting edge technology application (e.g. more advanced solutions than presented in the Museum of the Future) and thought leadership (e.g. perspectives shared in national newspapers).

Ultimate Stay is looking for an enthusiastic, strong and proactive leader to join our team as Guest Relations Executive to handle all guest related topics needed to run a successful holiday home rental in Dubai. A successful candidate in this role has excellent communication skills, is extremely organized (OCD is very welcome) and has unparalleled attention to detail. Ultimately, the candidate must take full responsibility for guest experience starting from guest inquiries and going all the way through pre-check-in, in-stay, pre-check-out up to the post check-out communication with the ultimate goal of 10/10 or 5/5 reviews and a returning guest.

The job is ideal for someone looking for mostly remote work within Dubai. It requires occasional visits to properties to support guest or property related activities.

Tasks & responsibilities

• Be the main point of contact with potential, existing and future guests as well as suppliers
• Respond to booking inquiries
• Lead pre-check-in communication focused on gathering traveling documents and setting up a smooth self-check-in process
• Assist in self-check-in if required
• Attend to in-stay inquiries
• Monitor guest satisfaction
• Manage difficult communications with valued guests who are unsatisfied with the service, product or resolution offered
• Schedule and coordinate check-out and mid-stay cleanings
• Process claims, lost and found, returns, etc.
• Request and reply to guest reviews
• Meet and greet VIP / special assistance guests
• Collect and deposit cash for occasional cash guests
• Conduct occasional property inspections to identify guest pain points
• Identify areas for improvement based on guests feedback and develop and implement corresponding initiatives
• Secure compliance with DTCM reporting requirements and taxes
• Codify all the related know-how (e.g. property manuals)
• When needed, roll up the sleeves and perform housekeeping and maintenance duties
• Work on other tasks as required (e.g. property onboarding)

Successful candidate profile

• Desire to be a part of a growth story with one of the fastest growing companies in the sector
• Excited to work hand-in-hand with the founding team and receive coaching offered by the Leadership
• Professionalism in all forms of communications such as email, phone calls, video calls and texts
• Ability to work well under pressure in an agile, fast-paced environment
• Excellent time management skills with the ability to change activity frequently and cope with interruptions and multitasking
• Very orderly approach and familiarity with processes, checklists, etc.
• High responsiveness and reliability
• Strong attention to detail
• Guest-first approach
• Exceptional interpersonal skills
• Creative talents and the ability to solve tough problems on the fly without having to seek assistance
• Desire to grow and learn new things
• Technical computer skills required on all forms of hardware (laptops, tablets, mobile devices) and software (shared folders, GSuite, Microsoft Suite)
• Proficiency in collaborative cloud applications
• Availability to work 6 days a week, early mornings and evenings as needed
• Accommodation in central location of Dubai is a must
• Prior hospitality or customer service experience is preferred
• English is a must, proficiency in other of the widely spoken languages in the UAE, especially Russian and Arabic are a plus
• Experience with a Property Management System, especially Avantio, and Airbnb / Booking. com is a plus
• Adherence to all company policies and procedures
• Driving license valid in the UAE is a must
• Traveling between properties in Dubai is needed and it is preferred that the candidate has own reliable transportation
• Comfortable with remote work style (~1 month on-site training, followed by mostly remote work with occasional property visits, with biweekly team meet-ups)

Package:

• Up to 7,000 AED/month (incl. transportation allowance in case of own mean of transportation and review based variable remuneration)
• Company SIM, phone, laptop
• Vacation days package and annual return flight home
• Insurance
• Discretionary performance based bonuses