Industry: Hospitality / Holiday Homes / Short-Term Rentals
Employment Type: Full-time
Location: UAE
The Guest Service Ambassador (GSA) plays a critical live operations coordination role ensuring seamless guest experiences through proactive monitoring escalation and cross-team coordination.
This role does not directly execute guest messaging . Instead it focuses on overseeing guest journeys ensuring SLA compliance and resolving operational issues in real time by coordinating with internal Admin Operations and Reservations teams.
Oversee the end-to-end guest journey from booking confirmation to post-stay follow-up
Ensure all SOP timelines and service level agreements (SLAs) are consistently met
Monitor automated and Admin-led communications intervening during exceptions or failures
Act as the primary operational escalation point for:
Access issues
No-response cases
Late arrivals
Mid-stay escalations
Coordinate with Admin Operations and Reservations teams to unblock issues swiftly
Ensure arrival-day and checkout-day readiness; escalate gaps immediately
Handle guest complaints and coordinate service recovery as per escalation protocols
Support urgent or last-minute on-ground guest requirements when needed
Make real-time operational decisions to ensure uninterrupted guest stays
Maintain clear and detailed shift handovers to ensure continuity of live guest cases
Flag SLA breaches recurring issues and process gaps to supervisors for improvement
Authorized to coordinate escalate and drive teams to resolve guest issues
Empowered to make real-time decisions to unblock the guest journey
Not authorized to modify pricing policies or offer compensation without approval
Valid UAE Driving License (Mandatory)
2–5 years of experience in hospitality guest services or operations coordination
Strong guest-facing communication and problem-solving skills
High ownership accountability and decision-making ability
Proven capability to manage multiple live cases under time pressure
Calm structured and solution-oriented approach during escalations
Willingness to work shifts weekends and public holidays
Experience in holiday homes or short-term rental operations
Existing relationships with building managements in Dubai
Exposure to SOP-driven automation-supported or high-volume operations
Guest issues resolved efficiently with minimal escalation
Consistent adherence to SOPs and SLAs
Seamless shift handovers with zero dropped cases
Reduction in repeat issues caused by process or coordination gaps
UAE Driving License (Required)
Required Skills:
Cco Coo Cro Mba Vat Http Hospitality Fla Accountability Scala Compliance Psd Communication Skill Communication Skills
This listing is sourced from a third-party job board. Applying will redirect you to the original posting.
Mekdam Holding Group
Norconsult Telematics
Career Land Center, LLC