Guest Relations Officer -GRO

Deluxe Holiday Homes is Dubai’s leading vacation rental management firm, offering an extensive range of services including vacation rentals, property management, real estate brokerage, and more. We manage over 700 properties and employ a dedicated team of over 240 professionals, driven by innovation, professionalism, and excellence.

About the role:

As a Guest Relations Officer you will be responsible for ensuring an exceptional guest experience by offering personalized service, handling requests, resolving complaints, and acting as a liaison between guests and various departments. They are also tasked with maintaining high levels of guest satisfaction and fostering a welcoming atmosphere.

Responsibilities

• Direct communications with guests before arrival to coordinate a smooth check-in;
  

• Welcome guests during check-in and giving a fond farewell to guest while checkout;

• Ensure that all check-ins and checkouts are handled smoothly without unnecessary delay or discomfort to any guest;

• Should possess detailed information about the Apartment/Villa, location attractions and city;

• Maintain up-to date information on arrivals, departures and apartment condition;

• Collect Guest feedback during guest departure along with his likes and dislikes and maintain all guest profiles;

• Upselling of available services such as City tours, Breakfast delivery, Airport drop off and many more plays a crucial part;

• Perform basic cashier activities as and when required for collecting/refunding to the guests;

• Give proper and complete handover to the next shift;

• Follow the house rules and policies laid down by the management;

• Conduct pre-arrival, post-departure, initial, on-request and any type of other property inspection and report when required;

• Do other tasks such as viewings, key activation/deactivation, property visits, inspections, transporting, etc when required.

Benefits:

• Competitive Salary Package.

• Employment visa & Medical Insurance Plan.

• Air Ticket Allowance.

• Annual Paid leave.

• A great working environment.

• Comprehensive training and support.

• Opportunity to work with multi-cultural environment.

Requirements:

• High school diploma or equivalent required. A degree in hospitality management or a related field is preferred.

• At least 2-4 years of experience in a guest relations, front office, or hospitality role.

• Proficiency in English and Arabic is required. Additional languages are a plus.

• Strong communication and interpersonal skills, with a passion for delivering excellent customer service.

• Ability to resolve guest issues quickly and efficiently while maintaining professionalism.

• Ensure all guest needs and requests are met to the highest standard.

• Familiarity with hotel management software and CRM systems.

• Ability to work collaboratively with other departments and support colleagues when necessary.

• Willingness to work in a dynamic and fast-paced environment, including nights, weekends, and holidays.

If you believe you're a perfect fit for the opportunity to collaborate with Deluxe Holiday Homes, we encourage you to apply and join our team.