Position Title: Guest Services Associate
Department: Holiday Homes Operations
Company: Maison De Vacances
Location: Azizi Riviera, Dubai
Employment Type: Full-Time
Role Summary:
We are looking for a dynamic and highly responsive Guest Services Associate to join our boutique vacation rental team. This role is critical to delivering a seamless and memorable guest experience—from booking to checkout—while ensuring compliance with Dubai’s holiday home regulations and tourism standards.
You will be the front-facing representative for guests across all platforms (Airbnb, Booking.com, direct), managing day-to-day communications, check-ins/check-outs, and post-stay reviews. You will also support DTCM/DET coordination, assist with housekeeping and unit arrangements, guide Virtual Assistants, and provide full-cycle guest onboarding.
Key Responsibilities:
Guest Relations & Communication:
- Serve as the primary point of contact for guests across all channels: WhatsApp, Airbnb, Booking.com, email, and direct communication.
- Coordinate check-in and check-out schedules, ensuring smooth arrivals and departures.
- Respond to guest inquiries, special requests, and complaints with empathy, professionalism, and urgency.
- Follow up on guest reviews, feedback, and satisfaction metrics to enhance the guest experience.
System & Platform Management:
- Manage Airbnb listings and booking updates with precision.
- Use Guesty (or other PMS platforms) to monitor guest activities, calendar management, and OTA integrations.
- Ensure pricing, descriptions, images, and availability are always updated and optimized.
Holiday Home Regulations & Documentation:
- Process and maintain guest records in compliance with DTCM/DET guidelines and Dubai Holiday Home regulations.
- Assist in preparing and submitting required documentation to government platforms (check-in reports, permits, etc.).
- Stay fully informed about all local regulations and ensure properties are operating in legal compliance.
Operations & Housekeeping Coordination:
- Assist housekeeping teams to prepare units based on guest requirements and quality standards.
- Ensure the unit setup, amenities, and presentation are up to Maison De Vacances’ premium standards.
- Coordinate urgent maintenance, cleaning, or replenishments where needed.
Virtual Assistant & Task Management:
- Monitor and delegate tasks to Virtual Assistants for backend processing, communication follow-ups, and reporting.
- Verify completion of assigned tasks related to guest services, cleaning coordination, and listing updates.
Onboarding & Guest Journey:
- Lead guest onboarding process with a hospitality-first mindset—sharing unit access, guidelines, and support.
- Deliver personalized welcome messages and instructions.
- Support guests throughout their stay with thoughtful, proactive service and ongoing check-ins.
Requirements & Qualifications:
- Minimum 2 years’ experience in hospitality, guest services, or vacation rental operations.
- Familiarity with DTCM and DET processes for holiday homes in Dubai is mandatory.
- Strong knowledge of Airbnb and OTA platforms, with experience in using Guesty or similar systems.
- Tech-savvy with ability to operate multiple platforms simultaneously.
- Exceptional written and verbal communication skills in English.
- Friendly, proactive, patient, and highly detail-oriented.
- Ability to work under pressure, manage multiple bookings, and provide high-touch support.
- Knowledge of basic cleaning and housekeeping standards is a plus.
Personality & Work Ethic:
- Super responsive and attentive to guest needs.
- Positive, can-do attitude with excellent organizational skills.
- Keen eye for detail and strong follow-through.
- Willing to work flexible hours, including weekends or holidays as needed.
Disclaimer – Please Read Carefully:
Do not apply if:
- You are only looking for a visa.
- You are not genuinely passionate about this role.
- You consider this as a temporary stop or a short-term opportunity.
We do not accommodate such candidates and reserve the right to report any misleading information or false intent to the authorities. We are only seeking individuals committed to long-term growth and aligned with our company values.
To Apply:
Please submit your resume and a brief message telling us why you’re passionate about hospitality and guest experience. We look forward to welcoming someone who brings both heart and structure to our growing Maison De Vacances family.
Job Types: Full-time, Permanent
Pay: AED3,000.00 - AED4,000.00 per month
Application Deadline: 10/06/2025
