Location: Dubai
Job Type: Full Time
Salary: 4,000 – 5,000
Role Overview
We are seeking an experienced, detail-oriented, and service-driven Guest Relations Manager to join our growing hospitality team. This individual will serve as the face of Ventura Stays—ensuring every guest enjoys a seamless, five-star experience from inquiry to checkout, while maintaining the brand’s commitment to excellence, discretion, and warmth.
Key Responsibilities
- Guest Experience Management:
- Oversee all aspects of the guest journey—pre-arrival, stay, and post-departure—to guarantee exceptional service, satisfaction, and repeat bookings.
- Personalized Service:
- Anticipate guest needs and tailor experiences (e.g., welcome amenities, special requests, concierge arrangements) aligned with Ventura Stays’ luxury standards.
- Communication & Coordination:
- Maintain direct communication with guests via WhatsApp, phone, and email. Coordinate with housekeeping, maintenance, concierge, and operations teams to ensure flawless execution.
- Complaint Resolution:
- Handle issues promptly and professionally, turning challenges into opportunities for positive brand impressions.
- Brand Consistency:
- Uphold Ventura Stays’ service tone, guest communication style, and brand image across all touchpoints.
- Quality Assurance:
- Conduct spot checks before guest arrivals to ensure units meet our 5-star cleanliness, setup, and presentation standards.
- Upselling & Guest Retention:
- Promote upsell items, concierge services, and repeat bookings.
- Reporting:
- Provide weekly reports on guest satisfaction, reviews, and operational feedback to management.
Skills
- Exceptional communication and interpersonal skills, delivering a warm yet refined guest experience.
- Deep understanding of luxury hospitality standards and 5-star service expectations.
- Strong focus on guest satisfaction, anticipating needs and personalizing each stay.
- Skilled in resolving guest issues discreetly and turning challenges into positive experiences.
- Highly organized with exceptional attention to detail in villa presentation and guest communication.
- Tech-savvy, experienced with PMS, WhatsApp Business, and concierge coordination.
- Professional appearance, polished etiquette, and alignment with Ventura Stays’ brand values.
- Proactive, empathetic, and culturally aware, ensuring every guest feels genuinely cared for.