Guest Experience Lead

Hey, we’re Homevy, a premium holiday homes management company in Dubai. We create seamless hands-free management for owners and memorable stays for guests. Intentionality sits at the core of everything we do. We lead with a hospitality-first mindset from guest communication to our operations.

We are expanding our team and looking for a Guest Experience Lead who owns the full guest journey from first enquiry to the final review. You set the tone for every stay. You lead the Homevy Hospitality Team (HHT) with clarity and confidence. You raise the standard of every interaction, protect our ratings, and make sure every guest feels cared for. When issues arise, you act fast and keep communication calm and grounded. You help us deliver hospitality that feels thoughtful, consistent, and personal.

What You’ll Do:

Leadership and Daily Management

• Lead and guide the HHT team with clear goals and daily direction
• Monitor message quality and SLA adherence across all communication channels
• Provide coaching and feedback that sharpens accuracy, tone, and service
• Manage the Homevy phone during business hours

Guest Experience and Issue Handling

• Oversee the full guest journey from pre arrival to post-stay
• Take ownership of guest escalations and drive quick, confident resolutions
• Handle refunds, cancellations, goodwill gestures, and all booking-platform related cases
• Manage claims for missing/damaged items
• Analyse guest reviews to identify patterns and needed improvements

Property Knowledge and Quality Awareness

• Flag units with repeated feedback and drive fixes with Operations
• Track issues that impact comfort, cleanliness, and rating performance

Communication Quality and Development

• Maintain and refine all HHT SOPs, templates and documentation
• Improve guest communication and handling based on recurring issues and sentiment insights

Reporting and KPIs

• Prepare a weekly performance report with insights, trends, and actions.
• Track core KPIs such as response times, sentiment, claims, and communication quality.

Cross-Team Coordination

• Align daily with Ops Lead and Admin Lead
• Share clear and timely guest updates that support smooth execution.

Weekend Rotation

• Manage weekend check-in/check-out coordination once every fortnight

What You’ll Bring to the Table:

Experience

• Strong background in guest experience, hospitality, or customer support.
• Experience leading a small team and driving daily performance.
• Hands-on exposure to short-term rentals, hotels, or Online Rental Platforms i.e. Airbnb, Booking.com. (Not essential, but highly desirable)
• Proven record of resolving guest escalations under pressure.

Skills

• Strong written and spoken English, clear and confident.
• Fast decision-making with sound judgment.
• Strong conflict resolution skills.
• High attention to detail in communication and documentation.
• Ability to analyse patterns and translate them into action.
• Strong organisational and prioritisation ability.

Attributes

• Ownership mindset. You solve problems without delay.
• Calm under pressure, even with difficult guests.
• Hospitality-driven mindset. You put the guest first while protecting the business.
• High accountability. High follow-through.
• Strong emotional intelligence.
• Values consistency, quality, and high standards.

Details

• Full time, office based in Dubai with property visits when needed. A valid driving licence and access to a vehicle is helpful.
• Working hours 9am to 6pm, Monday to Friday, plus one weekend coordination every two weeks and occasional after hours support for urgent escalations.
• Benefits:
• Competitive salary with annual bonus
• Annual leave under the UAE Labour Law
• Health insurance
• Visa sponsorship
• Company laptop and phone provided

www.homevy.com

Job Types: Full-time, Permanent

Pay: From AED4,000.00 per month

Application Question(s):

• Do you have holiday homes experience?

Experience:

• hospitality: 3 years (Required)

License/Certification:

• UAE drivers license? (Preferred)

Location:

• Dubai (Required)