Guest Relations Manager

As our Guest Relations Manager, you will be the heart of our guest experience. You will be responsible for ensuring every guest enjoys a seamless, luxurious, and memorable stay at our properties across Dubai. From the moment they book until they check out, you will anticipate their needs, resolve any issues swiftly, and act as the friendly, professional face of EDEN S Homes & Villas. Your goal is to drive 5-star reviews and build lasting guest loyalty.

Primary Responsibilities

• Pre-Arrival & Planning:
  • Proactively communicate with guests before arrival, providing essential information, check-in instructions, and personalized recommendations for their Dubai stay.
  • Coordinate guest preferences and special requests to ensure a tailored experience.
• Seamless Check-in & Check-out:
  • Manage all aspects of guest arrivals and departures, including key handover (in-person or via smart locks), property orientation, and final inspections.
  • Ensure all mandatory guest registrations with Dubai Tourism and Commerce Marketing (DTCM) are completed accurately and on time.
• 24/7 Guest Support:
  • Be the primary point of contact for guests throughout their stay, responding promptly and professionally to all inquiries via phone, chat, email, and booking platforms.
  • Efficiently resolve any guest issues or complaints, coordinating with maintenance, cleaning, and other teams as needed, always aiming for quick and satisfactory solutions.
  • Handle emergency situations with calm and efficiency, ensuring guest safety and property protection.
• Guest Satisfaction & Reviews:
  • Proactively seek guest feedback and identify opportunities to enhance their experience.
  • Encourage guests to leave positive reviews and actively manage online review platforms, responding professionally to all feedback.
• Property Liaison:
  • Communicate guest feedback and any property-related issues directly to the Property Management team for prompt action.
  • Ensure properties are always stocked with essential linens, toiletries, and welcome amenities.
• Continuous Improvement:
  • Contribute ideas and insights to improve guest services processes and enhance the overall guest journey.
  • Stay informed about Dubai s attractions, events, and services to provide accurate and engaging recommendations to guests.