About Us
EDEN’S Homes & Villas is a leading luxury holiday home rental agency based in Dubai. We specialize in providing exceptional short-term rental management services for property owners and unforgettable stays for our global guests. We are a fast-growing company, passionate about combining cutting-edge technology with personalized service to deliver unparalleled experiences in Dubai’s dynamic hospitality market.
- Organizational Strategy
- Assessment and Succession
- Talent Acquisition
- Leadership Development
- Total Rewards
Job description
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.
- 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.
Experience & Qualifications
- Experience:
- Minimum of 3-5 years of experience in Guest Relations, Front Office, Concierge, or Hospitality Management, ideally within a luxury hotel, serviced apartment, or short-term rental environment in Dubai.
- Education:
- Bachelor’s degree or Diploma in Hospitality Management, Tourism, or a related field preferred.
- Language Skills:
- Fluent in English (written and verbal) is essential.
- Proficiency in Arabic, Russian, Mandarin, or other international languages is a significant advantage.
- Soft Skills:
- Exceptional communication and interpersonal skills, with a strong ability to empathize and build rapport.
- Outstanding problem-solving abilities and a calm demeanor under pressure.
- Highly organized with meticulous attention to detail.
- Proactive, self-motivated, and able to work independently as well as part of a team.
- Strong cultural awareness and sensitivity.
- Technical Skills:
- Proficiency in using Property Management Systems (PMS) and Channel Managers.
- Familiarity with online booking platforms (Airbnb, Booking.com, Vrbo, etc.) and their messaging systems.
- Comfortable using communication tools (WhatsApp Business, email platforms).
- Proficient in Microsoft Office Suite (Word, Excel, Outlook).
- Local Knowledge:
- Excellent knowledge of Dubai’s attractions, neighborhoods, transportation, and local regulations.
