Ventura Stays is Dubai’s leading luxury short-term rental brand, where hospitality meets excellence. We curate high-end living experiences across Dubai’s most prestigious community; Dubai Hills, offering our guests more than a stay: an experience of refined comfort, personalized service, and unforgettable memories.

Role Overview

We are seeking an experienced, detail-oriented, and service-driven Guest Relations Manager to join our growing hospitality team. This individual will serve as the face of Ventura Stays—ensuring every guest enjoys a seamless, five-star experience from inquiry to checkout, while maintaining the brand’s commitment to excellence, discretion, and warmth.

Key Responsibilities

• Guest Experience Management:
• Oversee all aspects of the guest journey—pre-arrival, stay, and post-departure—to guarantee exceptional service, satisfaction, and repeat bookings.
• Personalized Service:
• Anticipate guest needs and tailor experiences (e.g., welcome amenities, special requests, concierge arrangements) aligned with Ventura Stays’ luxury standards.
• Communication & Coordination:
• Maintain direct communication with guests via WhatsApp, phone, and email. Coordinate with housekeeping, maintenance, concierge, and operations teams to ensure flawless execution.
• Complaint Resolution:
• Handle issues promptly and professionally, turning challenges into opportunities for positive brand impressions.
• Brand Consistency:
• Uphold Ventura Stays’ service tone, guest communication style, and brand image across all touchpoints.
• Quality Assurance:
• Conduct spot checks before guest arrivals to ensure units meet our 5-star cleanliness, setup, and presentation standards.
• Upselling & Guest Retention:
• Promote upsell items, concierge services, and repeat bookings.
• Reporting:
• Provide weekly reports on guest satisfaction, reviews, and operational feedback to management.

Skills

• Exceptional communication and interpersonal skills, delivering a warm yet refined guest experience.
• Deep understanding of luxury hospitality standards and 5-star service expectations.
• Strong focus on guest satisfaction, anticipating needs and personalizing each stay.
• Skilled in resolving guest issues discreetly and turning challenges into positive experiences.
• Highly organized with exceptional attention to detail in villa presentation and guest communication.
• Tech-savvy, experienced with PMS, WhatsApp Business, and concierge coordination.
• Professional appearance, polished etiquette, and alignment with Ventura Stays’ brand values.
• Proactive, empathetic, and culturally aware, ensuring every guest feels genuinely cared for.