Guest Relations Officer | Arabic | (Virtual)

Reinventing Short-Term Renting

SmartStay is a holiday homes company that offers luxury furnished apartments in prime locations like Downtown Dubai. At SmartStay, we pride ourselves on delivering exceptional service and reliability to our clients. As we continue to grow, we're looking for a dedicated and proactive Virtual Guest Relation Officer to join our dynamic team.

The Role: Virtual Guest Relation Officer

Are you a proactive, self-driven professional with experience in hospitality and short-term rental management? SmartStay seeks a Virtual Guest Relation Officer to play a pivotal role in ensuring our guests enjoy a seamless and exceptional stay. You will manage the entire guest experience journey, addressing customer needs and maintaining our high standards of service through excellent communication and administrative support.

Responsibilities

* Be the principal point of contact for guests, ensuring their comfort, satisfaction, and safety throughout their stay.
* Manage and optimize guest communications from booking to checkout, including inbound and outbound calls, emails, chats, and WhatsApp.
* Assist with payment processing to ensure smooth financial transactions
* Coordinate with the on-site team to ensure quick and efficient resolution of any cleaning and maintenance issues, ensuring a seamless guest experience.
* Proactively identify guests' needs and take steps to ensure positive experiences, fostering strong relationships with guests.
* Manage guest reviews and work towards maintaining a 5-star rating across all platforms.
* Maintain accurate records of guest registration on the Building Management, Sakani and DTCM portals.
* Utilize digital tools and software, such as HostAway CRM systems, monday task management platforms, and communication apps like Slack, HostAI, to optimize guest services and operational efficiency.

Qualifications

* Outstanding English communication skills; Arabic fluency is mandatory
* Ability to work any shift within a 24-hour coverage schedule
* Quick thinking and strong problem-solving skills to manage situations efficiently
* Strong organisational, multitasking, and time management skills, with attention to detail.
* Independent worker with a flexible mindset, able to adapt to the fast-paced nature of the short-term rental industry.
* Experience in short-term rentals, reservations, and familiarity with platforms such as Airbnb, Booking.com, and Expedia.
* Experience with systems like HostAway, HostAI, Breezway, monday, Slack is advantageous.
* Reliable and high-speed internet connection is essential for this remote role.

What We Offer

* Competitive Compensation with performance-based bonuses linked to guest satisfaction and company growth.
* Opportunity to interact with international guests and manage some of Dubai’s most iconic properties.
* A dynamic workplace that values creativity, efficiency, and collaboration.
* Work with a supportive team committed to collective growth, excellence, and continuous improvement.
* Career development and learning opportunities