Guest Relations Executive

Guest Relations Executive @ Classy Turtle

Classy Turtle Vacation Homes Rental is a rapidly growing holiday homes rental operator in Dubai, leveraging on its key assets: people, experience and operational excellence. We simply get job done better than most, if not all, the competitors for the benefit of our fantastic guests, great landlords and dynamic team. Values that define us are excellence and hard work, but also trust, accountability and teamwork.

Our experience is focused on careful selection and preparation of our apartments, application of the best smart home technologies and constant redefinition and optimization of business processes. All these help us ultimately in the delivery of Super Host level experience to our valued guests (4.8/5.0 or 9/10). We’re also curious minds that have travelled across different continents using different hotels and holiday homes around the globe, so it’s clear to us how things are done by the best. Moreover, we are landlords ourselves and have experience working from the best companies in the world. All that combined with our empathy and work ethics allow us to immediately bond and gain trust of the landlords, as we understand each other from the first meeting like we’ve known each other for years.

Our company name Classy Turtle describes well who we are and how we work. Turtle is a noble and gentle animal that, just like us, loves to travel, enjoys nature and has an internal compass to always choose the right path. Turtles are also patient, kind, respectful, and are big fans of water and sun. Classy describes something of high class that is stylish, admirably smart and elegant - just as we and our properties are.

Classy Turtle Vacation Homes Rental is currently looking for a Guest Relations Executive. Promising candidate is a self-starter that is looking to open an exciting new chapter in his or her career, combining interest in general management, hospitality and real estate. Guest Relations Executives are key guest-facing team members, who make sure that through their direct interactions and management of all moving pieces, our dear guests are always served properly and timely.

This role is ideal for a person that wants to be a key member of a growing team, have a very direct impact on how its success story is written and is eager to learn new ways of doing hospitality business.

Job profile:

• Be the point of contact for guests across their journey: initial inquiries, pre-check-in, check-in, in-stay, check-out, post check-out
• Register guests with Dubai Tourism and relevant Communities
• Manage guest happiness and apply strategies aimed at receiving 5/5 and 10/10 reviews, incl. requests and replies to guests reviews
• Report and submit claims in case of any apartment damage
• Occasionally, assist guests in person, meet and greet VIP guests, collect cash, etc.
• Schedule check-out cleanings and, when required, in-stay cleaning and maintenance
• Run a pre-emptive maintenance calendar - AC, pest control, carpets and sofas, smart lock batteries, etc.
• Coordinate suppliers and external stakeholders
• Oversee regular maintenance work and emergency interventions
• Together with other team members and suppliers, make sure that properties are 100% guest ready
• Occasionally, roll up sleeves and secure apartment’s timely availability
• Support new units onboarding – technology set-up, procurement, photo shoot preparation, etc.
• Create tools and systems supporting work efficiency – manuals, checklists, auto-replies, etc.
• Manage apartment information and upload to relevant folders enabling quick replies in future
• Support other functions to accelerate business growth
• 6 days working week with rare possibility for early morning/ late evening, as needed
• Permanent presence in Dubai
• ~60% remote from own home and ~40% from other various locations (e.g. managed properties, suppliers, government entities)

Candidate requirements:

• Trustworthy and reliable
• Always professional
• Very organized
• Detail-oriented
• Focused
• Responsive
• Respectful
• Autonomous
• Excited to learn new things and grow with the company
• Loved by team members, guests and external stakeholders
• Excited to work in a hybrid mode
• Fast learner
• Guest first attitude
• Can-do approach
• Outstanding communication skills, both in writing and oral
• Familiarity with processes, manuals, checklists
• Ability to manage oneself (and others)
• Ability to work under pressure
• Nose for value and ability to prioritize tasks
• Working proficiency of standard office software
• Accommodation in central location of Dubai
• Full working proficiency in English
• UAE driving license

Nice-to-have:

• Prior holiday homes / hospitality / customer service experience
• Working experience with holiday homes / hospitality software and platforms – Guesty, Smoobu, Avantio, Booking.com, Airbnb, etc.
• Own mean of transportation
• Command of language other than English that is wildly spoken in the UAE

Our offer:

• Up to 7,000 AED / month depending on candidate profile and possessing own mean of transportation
• Discretionary bonus based on performance
• On-the-job training, so all tasks are 100% explained and run through together with a manager
• 1on1 coaching and regular feedback sessions
• Flexibility of a career path – Senior Guest Relations Executive / Operations Manager / Chief of Staff / etc. with very steep learning curve
• Hybrid work model (weeks outside of the UAE possible)
• Fun, growth and respect working culture
• Month of paid annual leave
• Medical insurance package
• Company phone, SIM, laptop, car, etc. (as required)