Guest Relations Executive

We are looking for a proactive and service-oriented Guest Relations Executive to join our Operations team. In this role, you will be the face of fäm Living on the ground, ensuring our guests enjoy a smooth check-in, a comfortable stay, and a positive overall experience.

This is a hands-on, field-based position that requires daily travel between our properties, strong coordination skills, and the ability to resolve guest concerns efficiently.

Key Responsibilities

Guest Check-in & Check-out

• Coordinate guest arrivals and departures, including in-person welcomes, key handovers, and property orientation.
• Ensure smart lock access, physical keys, parking, and building access arrangements are ready on time.
• Verify guest identification and complete required building registration procedures.
• Coordinate early check-in and late check-out requests with the reservations team.

Property Inspections & Quality Control

• Conduct pre-arrival inspections to ensure every unit meets fäm Living's standards for cleanliness, presentation, amenities, appliances, air conditioning, Wi-Fi, and overall readiness.
• Complete post-departure inspections, documenting damages, missing items, additional cleaning requirements, and maintenance issues with photos and detailed notes.
• Coordinate promptly with housekeeping and maintenance teams to resolve any issues before the next guest arrives.

Field Operations & Coordination

• Travel between properties daily to manage check-ins, inspections, deliveries, and urgent guest requests.
• Monitor welcome amenities and consumable stock levels, ensuring properties are properly replenished.
• Manage keys, access cards, lockboxes, and other property access arrangements.
• Liaise with building security, concierge teams, and community management.
• Support the onboarding and setup of new properties when required.

Guest Experience & Service Recovery

• Respond promptly to guest inquiries and concerns in person and through WhatsApp and the company's communication platform.
• Resolve guest issues professionally and efficiently, escalating complex complaints to the Operations Manager with clear details and proposed solutions.
• Maintain warm, professional, and consistent communication throughout the guest journey.
• Encourage positive guest reviews and proactively address concerns to improve guest satisfaction.

Requirements

• Valid UAE driving licence and own car are essential.
• Minimum 2 years of relevant experience in guest relations, front office, hospitality, holiday homes, or property operations in the UAE.
• Excellent spoken and written English; Arabic or additional languages are an advantage.
• Strong knowledge of Dubai's key residential areas, buildings, and communities is preferred.
• Comfortable using mobile applications, digital tools, and guest communication platforms.
• Excellent attention to detail, with high standards for cleanliness, property presentation, and service quality.
• Strong communication, coordination, and problem-solving skills.
• Ability to remain calm and solution-focused when handling guest concerns under pressure.
• Flexible to work weekends and public holidays according to the rotating schedule.

What We Offer

• Competitive salary package.
• Fuel and mobile allowances.
• Performance-based bonus linked to guest satisfaction and operational KPIs.
• UAE employment visa and medical insurance.
• Opportunities to progress into senior guest relations and operations roles as the business grows.

If you are passionate about hospitality, enjoy working in a dynamic, fast-paced environment, and take pride in delivering exceptional guest experiences, we would love to hear from you.