Guest Service Ambassador

Job Title: Guest Service Ambassador (Operations Coordination)

Industry: Hospitality / Holiday Homes / Short-Term Rentals
Employment Type: Full-time
Location: UAE

Role Overview

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.

Key Responsibilities

Guest Journey & SLA Management

• 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

Live Operations Coordination

• 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

Issue Resolution & Service Recovery

• 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

Reporting & Handover

• 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

Authority & Decision Scope

• 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

Required Qualifications & Experience

• 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

Preferred / Nice-to-Have

• 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

Key Success Indicators

• 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

License / Certification

• UAE Driving License (Required)