Guest Relations Officer Full Time

About the job
About Us

GuestReady is a globally leading short-term rental management and hospitality company, providing great services to property owners, and amazing stays to guests. We are currently operating in the United Kingdom, France, Portugal, Spain and the United Arab Emirates, and we’re growing fast. Launched in 2016, with over 1.6 million guest nights sold, generating over €60 million in rental income and managing a portfolio worth over €1 billion, GuestReady is a company on the rise.

At GuestReady, our purpose is to revolutionise the short-term rental industry through innovative technology and a commitment to hospitality. We empower landlords to turn their investments into profitable sources of income by streamlining the rental process from start to finish. From creating listings across multiple platforms to managing guest communications, housekeeping, key exchange, and price optimisation, our team of experts handle every aspect of the rental experience, freeing landlords from the hassle and stress of property management. Our mission is to bring the tradition of hospitality to the short-term rental market and provide peace of mind for our valued clients.

The Role:

We’re looking for an individual with an entrepreneurial spirit, great people skills, and a passion for delivering excellent customer service, who wants to gain valuable experience and exposure at a rapidly scaling start-up.

The Guest Relations Officer (GRO) is at the forefront of customer service. The GRO must arrive in advance of guests, checking the property to ensure that the GuestReady standards are met. When our guests arrive, the GRO must facilitate their check-in procedure, ensuring that our guests are comfortable and happy. The GRO is the first and the last team member our guests will encounter face-to-face, so it is a pivotal role within the organization and we are looking for someone who cares about customer service and is willing to go the extra mile to surprise and delight customers.

Responsibilities:
Be in charge of guest check-ins and checkouts
Communicate with guests before, during, and after their stay
Inspecting our properties and spot the issues (maintenance, cleaning, onboarding, or miscellaneous tasks).
Make small fixes by yourself and coordinate with our providers for bigger issues (send maintenance or send back the cleaners and most importantly follow up).
Coordinate and have a good relationship with building securities/management and assist our guests during the check-in,
Helping our Operations team with different other tasks: delivery of items, picking up keys, going to buy some items for our apartment, etc.
Working closely with the rest of our team to devise the best ways to keep providing an amazing guest experience.
Quality controlling the guest experience and promptly addressing any issues raised during or after their stay and making sure a resolution is met and fixed amicably.
Working on other tasks or ad-hoc projects/activities as required.
Managing difficult communications with valued guests who are unsatisfied with our service, product or resolution offered.

Requirements:
Experience in customer engaging roles within a hotel or holiday home operator in the UAE or as a recent graduate of a recognized Hospitality educational institution.
Confident and personable loves dealing with people and making sure guest satisfaction is priority numero uno.
The role is based in Dubai and a UAE driving license is required.
Fluent in writing/speaking in English (is mandatory), Arabic is a plus.
We are a 24/7 business so no qualms about working on a 6-day roster and shift work, including weekdays, weekends, mornings, late evenings and on public holidays.
Should be a team player and willing to work in a diverse team.
Should be a self-starter.
Have a high sense of responsibility for his/her duties.
Able to take on a task and see it through to completion.
Excellent time management and organization.
Strong attention to detail.
Good skills with numbers.
Confident phone manner.
Strong work ethic.
Multi-tasker, able to work under pressure, staying calm and composed, always delivering great customer service, no matter the situation.
Socially adept interpersonal skills.
We are a 24/7 business with a 7-day roster and shift work, including weekdays, weekends, mornings, late evenings, and on Public Holidays.

Benefits:
Work with multicultural team members and international teams spread across the globe.
Exposure to the fast-paced world of high-tech start-ups, with excellent growth opportunities.
You will be working with a team of experienced entrepreneurs who have successfully built companies before.
Opportunity to look after international guests and some amazing homes across Dubai.
A dynamic work environment with low hierarchies and space for your own ideas.
A close-knit team looking to achieve greatness by supporting one another.

We encourage you to apply even if you are missing a skill or two! Don’t undervalue yourself and miss out on an incredible opportunity even though you are a 70% fit- a lot of things can be learned through experience, and skills can be transferable. Let’s work together to fill the gaps!

Diversity and Inclusion

GuestReady is proud to be an equal opportunity employer, and we are committed to providing an environment of mutual respect and inclusion to our teams all over the world. We are proud to say we have a diverse team spread globally and value the unique talents of all our people, with different personal experiences and points of view. We do not accept any discrimination on the basis of race, colour, gender, religion, sexual orientation, disability, age, culture, and warmly welcome applications from members of underrepresented groups.