Guest Excellence Team Lead

🏡 Join GuestReady as a Guest Excellence Team Lead!

GuestReady is a game-changer in short-term rental and hospitality management, operating in the UK, France, Portugal, Spain, and the UAE. Since 2016, we’ve been redefining the industry with cutting-edge technology and top-notch service. Now, we’re on the lookout for a Guest Excellence Team Lead to join our Dubai office and provide outstanding support to our guests!

📌 Role Overview

You will be responsible for leading the Guest Excellence team and ensuring the smooth delivery of guest services across all communication platforms, properties, and vendors. This includes managing VIP guest care, handling guest claims and escalations, and coordinating with cross-functional teams, all while maintaining a strong focus on service excellence, operational efficiency, and continuous improvement.

🎯 Key Responsibilities & Tasks

Responsibilities

Team Leadership

• Lead and manage the Guest Excellence team across all shifts to ensure consistent, high-quality service delivery.
• Oversee and schedule field greeters to ensure seamless coordination of in-person guest welcomes.
• Coach, mentor, and train team members to enhance individual performance and elevate service standards.
• Facilitate onboarding for new hires and lead continuous training initiatives for ongoing development.
• Conduct regular one-on-one coaching sessions and performance evaluations.
• Organize and lead weekly team meetings to review KPIs, share updates, and align on service priorities.
• Serve as acting team lead in the absence of the Housekeeping Manager to maintain leadership continuity.
• Approve team expenditures and authorize guest refunds in accordance with company policies.

Operational Management

• Personally handle VIP guest interactions and complex guest issues to ensure swift, effective resolutions.
• Manage escalated guest communications and claims via phone, email, WhatsApp, Airbnb, Booking.com, and other platforms.
• Investigate and resolve guest claims efficiently and professionally, ensuring clear documentation and follow-through.
• Act as the primary point of contact for internal, cross-functional guest-related matters.
• Coordinate community-level check-in processes with facility and property partners (e.g., Emaar, Damac, Nakheel).
• Oversee access card logistics, including order placement, replacement, and delivery arrangements.
• Collaborate with the Housekeeping Manager to ensure daily cleaning operations meet company standards and SLA compliance.
• Audit cleaning checklists and report damages, missing items, or cleanliness concerns.
• Manage cleaning invoicing, forecasting, and cost control to maintain profitability of in-house cleaning operations.
• Support vendor coordination, including evaluation and onboarding of third-party cleaning partners.
• Represent the Guest Excellence team in internal communications and cross-department collaboration.
• Oversee guest claims and complaint resolution.

Strategic Planning

• Track and analyze service KPIs, including guest satisfaction scores, response times, resolution efficiency, and ticket closure rates.
• Identify recurring issues or process bottlenecks and recommend improvements to enhance the guest experience.
• Develop and implement quality improvement initiatives to strengthen guest satisfaction and operational consistency.
• Support cost optimization in guest service and housekeeping operations through accurate forecasting and resource planning.
• Participate in strategic vendor meetings to ensure service level expectations are consistently met.
• Contribute to the refinement of SOPs and training materials based on operational insights and performance trends.

Business Tools Proficiency

• Utilise task management, team communication, Microsoft Office, Google Suite, and relevant software.
• Demonstrate proficiency in presentation, business analytics, and insights.

🛠 What You Need to Succeed

🔹 Proven experience in guest services, hospitality, or customer experience leadership.

🔹 Strong coaching and team development skills with a focus on performance improvement.

🔹 Excellent communication and interpersonal skills; capable of de-escalating sensitive situations professionally.

🔹 Proficient in Microsoft Office Suite and/or Google Workspace (Docs, Sheets, Slides, Gmail).

🔹 Familiarity with property management systems, CRM tools, and guest messaging platforms (e.g., Airbnb, Booking.com).

🔹 Strong time management, organizational, and analytical skills.

🔹 Experience in vendor coordination and service-level agreement (SLA) monitoring is preferred.

🔹 Immediate availability is a plus.

🔹 Valid UAE Drivers License required.

🎁 Perks & Benefits

🏡 Hybrid work flexibility (balance work & life!).

🚀 Be part of a fast-growing company in the travel industry.

🌍 Join a multicultural, dynamic team.

📚 Career growth & learning opportunities.

🏥 Comprehensive health insurance.

🧘 Well-being activities & support.

🙌 Join Us on This Exciting Journey!

Even if you don’t tick every box, we encourage you to apply! If you’re 70% the right fit, we’d love to hear from you—skills can be learned, and we’re all about growth.

GuestReady is committed to diversity and inclusion. We welcome applicants from all backgrounds, valuing unique talents and perspectives. Let’s build something amazing together! 🚀