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.

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.

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 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.