Senior Guest Experience Officer

SmartStay

We are looking for a proactive Senior Guest Relations Officer to join our growing team at SmartStay. In this role, you will be the face of our brand, greeting guests upon arrival, ensuring a smooth check-in, and making them feel at home from the moment they walk through the door. Your focus will be on creating exceptional guest experiences, encouraging returning guests, and securing positive reviews that help drive our reputation.

This is a fantastic opportunity for someone with experience in hospitality, particularly in 5-star hotels or holiday homes in Dubai. You will work independently but collaborate closely with the team to ensure smooth operations and a consistent guest experience. If you're passionate about delivering exceptional service and have a desire to grow with a fast-paced, dynamic company, this is the role for you.

Key Responsibilities:

The Senior Guest Experience Office is a hands-on operational role responsible for delivering a seamless and high-quality guest experience across the full guest journey. This position requires direct ownership of guest satisfaction, ensuring that every interaction, service request, and operational touchpoint is handled with care, efficiency, and attention to detail. The role combines execution, follow-up, and accountability to ensure that guests feel supported, valued, and consistently receive a 5-star experience without gaps or delays.

Job Description:

• Support guests throughout their stay, including smooth and welcoming check-ins to the units
• Ensure all pre-arrival and post-departure processes are completed accurately and on time, including :
• Welcome calls
• Payment collection and verification
• Sakani registration, ID verification, rental agreement signature
• DTCM guest registration
• Check-in status, No-Show management
• Unit calendar management (control unit blockings)
• Pre-departure and post-departure follow-ups
• Ensure all guest issues ( glitches ) are logged, categorized correctly, and followed through until guest satisfaction is confirmed within the required timeframe.
• Coordinate with Housekeeping, Maintenance, and Support Services teams to ensure all operational tasks are completed efficiently and meet quality standards.
• Conduct on-site visits to verify apartment readiness, support check-ins, and resolve guest issues, ensuring actual conditions align with system updates.
• Assist in monitoring all reviews across Airbnb, Booking.com, and other OTAs; respond in SmartStay tone, investigate negative reviews, and manage review removal when appropriate.
• Support the creation and continuous improvement of SOPs, response templates, and Trainual modules related to guest experience workflows.
• Support damage claim verification by coordinating with operations teams, validating evidence, and ensuring timely submission within required timelines
• Contribute to effective use of OTA platforms to support overall performance

Required Skills & Qualifications:

• Minimum of 3 years of experience in Guest Relations or Customer Service within hospitality, holiday homes, or hotels.
• Strong understanding of guest communication processes and operational coordination.
• Deep understanding of OTA operations, policies, and procedures (Airbnb, Booking.com).
• Strong organizational and multitasking abilities, with attention to detail and execution quality.
• Comfortable using digital tools such as Hostaway, Breezeway, Conduite, Monday.com, or similar operational systems.
• Willingness to travel between properties and support on-site operations when needed.
• UAE driving license and personal vehicle required.
• Must be available to start immediately.

• Competitive salary with performance-based bonuses and rapid growth opportunities.
• Full residency sponsorship and comprehensive healthcare coverage with no co-pay.
• Opportunities to develop professionally and grow within a fast-growing company.
• A dynamic and collaborative work environment where your contributions directly influence the guest experience.
• A chance to directly influence the growth and quality level of SmartStay, making a meaningful impact on the future of hospitality in Dubai.