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Guest Relations Supervisor

  • Dubai, Dubai, United Arab Emirates
Guest Relations

Job description

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.

Role Overview:
We are seeking a highly motivated and experienced Guest Relations Supervisor to join our dynamic team. The ideal candidate will have a strong background in holiday homes or a similar role, with exceptional leadership skills, a commitment to providing outstanding guest experiences, and the ability to drive team performance. This role is crucial in ensuring that our guests receive top-tier service and that our guest relations team operates efficiently and effectively.

Key Responsibilities:

  • Leadership & Management: Provide strong leadership to the guest relations team, fostering a positive and professional work environment. Address any behavioral issues promptly and effectively.
  • Team Coordination: Efficiently coordinate and manage the schedules and tasks of the guest relations officers to ensure optimal use of resources.
  • Check-In/Check-Out Process: Oversee the check-in and check-out processes, ensuring that all forms are completed and signed by guests as required. Address and rectify any discrepancies immediately.
  • Standardization & Accountability: Develop, implement, and maintain standardized processes, checklists, and SOPs to ensure consistent and high-quality service. Hold the team accountable for following these standards.
  • Performance Improvement: Continuously seek and implement improvements for both individual and team performance. Set, monitor, and achieve KPIs for the guest relations team.
  • Training & Briefings: Conduct regular training sessions and team briefings to keep the team updated on best practices, new procedures, and area-specific knowledge.
  • Area Knowledge: Ensure that the team has comprehensive knowledge of the areas and communities where properties are located to provide efficient and informed service.
  • SOP Development: Develop and improve standard operating procedures (SOPs) to enhance operational efficiency and guest satisfaction.
    KPI Monitoring: Set, monitor, and analyze KPIs for the team, ensuring that performance metrics are met and exceeded.
  • Guest Interaction: Handle escalated guest issues and complaints, providing effective and timely resolutions to ensure guest satisfaction.


  • Competitive salary Package;
  • Medical Insurance Plan;
  • Air Ticket Allowance;
  • Dynamic and supportive working environment;
  • A dynamic and supportive working environment;
  • A great working environment;

Job requirements

Job Requirements:

  • Proven experience in a supervisory role within the holiday homes sector or a closely related field.
  • Strong leadership and team management skills with a focus on positive, professional interactions.
  • Exceptional organizational and coordination abilities.
  • In-depth knowledge of standard operating procedures (SOPs) and process improvement techniques.
  • Excellent communication and interpersonal skills.
  • Strong problem-solving skills and the ability to handle stressful situations calmly and effectively.
  • Proficiency in using property management software and other relevant tools.
  • Ability to work flexible hours, including weekends and holidays, as required.

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.