[{{ $ctrl._job.status.name | translate}}] Guest Service Manager
HiGuests Dubai


Descripción de la oferta

Hello HiGuester, nice meeting you!
We are a thriving start up, growing super fast, and looking to hire enthusiastic experts in the hospitality sector. We want rising stars that believe in our project, in our vision, to become the leading rental management company in the Middle East and India. We are looking for people to add value, take part in our journey and building a tech enabled services giant.

HiGuests manages form A to Z the whole experience of the Host and the Guest.
From designing and furnishing to publishing the listings in different portals like Airbnb, Booking.com or Expedia to welcome the guests in each city to make sure they enjoy an unforgettable stay in our apartments.

HiGuests has been awarded top 20 tourism in the world by the UNWTO, top 5 rising start-up in Barcelona by ACCIO and we secured investment from reputable and knowledgeable experts in tourism, real estate and travel.

We are looking for passionate guest services Manager To ensure that the guests stay runs smoothly and to guarantee guests experience an excellent stay by providing the best possible levels of customer services.

Main Responsabilities:

• Follow targets and objectives, work schedules, budgets, and policies and procedures
• Participate in daily briefings to insure an up-to-date knowledge of all apartment status
• Report accidents, injuries, and unsafe work conditions to Housekeeping manager
• Ensure uniform and personal appearance are clean and professional
• Maintain confidentiality of proprietary information
• Protect company assets
• Assist individuals with disabilities
• Speak using clear and professional language
• Answer telephones using appropriate etiquette
• Develop and maintain positive working relationships
• Support team to reach common goals
• Comply with quality assurance standards

Property management
• Be aware of any maintenance issues and report them accordingly
• Have an overview of the daily occupancy, arrivals and departures
• Coordinate all guest check-ins and check-outs in accordance to company standards
• Keep track of pending payments, ensure the team secures payments
• Activate/reissue apartment access cards
• Communicate to the Booking team when guests require an apartment or request an extension
• Coordinate with Housekeeping to track apartment status
• Handle, organize and file guest CI form
• Handle, record, organize and report daily reports for complaints, requests, theft and damages by guests
• Report daily reports for complaints, theft and damages by guests to the Booking department and Housekeeping department and provide photos, invoices, receipts and other related documents for each case.

Customer Service
• Offer guest activities and other services before and during their stay with the support of your team
• Supply guests with directions and information
• Supervise the answers and records of guest requests, questions, or concerns
• Supervise and follow up with Agents to ensure guests' satisfaction
• Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others, in a polite and professional manner
• Follow up on Agents assigned guests, their complaints and on the service recovery
• If needed, communicate with guests in order to meet their expectations and to gather preferences
• Coordinate with other departments to help the guests and make sure to anticipate their needs in advance
• Keep track of transportation arranged for guests/visitors

Employee Relations
• Serving as a role model to demonstrate appropriate behaviors.
• Set departmental targets and objectives, work schedules, budgets, and policies and procedures
• Conduct daily briefings to room attendants to insure an up-to-date knowledge of all apartment categories and amenities
• Manage staff performance issues in compliance with company policies and procedures
• Recruit, manage, train and develop the Guest Services Agents
• Monitor the appearance, standards and performance of the Guest service agents with an emphasis on training and teamwork
• Ensure staffing levels cover business demands

Administrative tasks
• Ensure efficient communication from your department towards the rest of department
• Coordinating services for guests with external service providers such as tours, taxi pick ups, tickets for museums, etc.
• Maintain good communication and work relationships in all areas and with external customers and suppliers
• Ensure that all reports, task sheets, etc., are filed accordingly
• Assist other departments wherever necessary


• Minimum 1 years of experience working in a 4-5 star hotel environment.
• Previous working experience in the Middle East is beneficial
• Fluent in English
• High degree of ‘emotional intelligence’
• Leading by example and inspire the team to do their best
• Committed to delivering high levels of customer service
• Ability to work under pressure
• Flexibility to respond to a range of different work situations
• Strong organizational and problem-solving skills
• Familiar with Property Management Systems
Tipo de oferta de empleo
A tiempo completo
Dubai, United Arab Emirates
Administración y Gestión, Turismo, Atención al cliente
Inglés, Arábica (opcional), Hindi (opcional), Ruso (opcional)
Fecha de incorporación
febrero 2019
Última fecha de incorporación
marzo 2019
Rango salarial
5,500 AED/ 1,500 USD/ monthly
Otras ventajas
phone, medical insurance, visa, flight home


The HiGuests family started when two friends from Barcelona realised the huge amount of hassle arranging all the logistics of renting properties on Airbnb. The HiGuests family work hard and are passionate about taking care of your home as though it were our own. Our customers will not be aware of the process, and we will ensure your guests enjoy the best stay possible.

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