We are a premium holiday homes management company focused on providing exceptional guest experiences. Our goal is to create seamless and memorable stays for every guest. We are looking for an enthusiastic Guest Experience Manager to manage a portfolio of apartments and ensure our guests have a 5-star experience.

REQUIREMENTS:

· Proven experience in guest experience, hospitality, or hotel management.
· Strong communication skills in English (both written and spoken); Arabic is a plus.
· Excellent problem-solving skills and the ability to think quickly on your feet.
· Strong interpersonal skills and the ability to build relationships with guests.
· Proficient in Microsoft Office and project management tools like Monday.
· Experience with PMS systems (like Hostaway, Guesty) is a plus.
· Ability to multitask and handle multiple guest requests at once while maintaining a calm, positive demeanor.
· UAE Driving License is required.
· Flexibility to work weekends and public holidays as needed.

ROLE OVERVIEW:

As a Guest Experience Manager, you will be responsible for overseeing the guest experience for a portfolio of holiday homes. From the moment guests check in to ensuring they have everything they need throughout their stay, your role will be crucial in maintaining the highest standards of service. You will also follow up with guests to gather feedback and ensure that we continue to deliver excellent stays and positive reviews.

KEY RESPONSIBILITIES:

· Manage a portfolio of apartments, ensuring that each guest’s stay is smooth and exceptional.
· Greet guests during check-in and provide them with all necessary information about the property and facilities.
· Maintain communication with guests throughout their stay to ensure satisfaction and resolve any issues promptly.
· Follow up with guests after checkout to gather feedback and encourage 5-star reviews.
· Coordinate with other teams (housekeeping, maintenance) to ensure the property is ready for guest arrivals and any immediate guest requests are handled.
· Address guest inquiries or complaints in a professional and timely manner, maintaining a positive image of the company.
· Provide guests with local recommendations, arranging any concierge services when requested.
· Maintain a strong attention to detail in guest preferences and special requests, ensuring that all guest needs are met.
· Collaborate with the Operations Manager to ensure smooth communication between departments for guest needs.
· Document guest feedback and suggest improvements to enhance the guest experience.