Guest Service Ambassador

Job Title: Guest Service Ambassador (Operations Coordination)Industry: Hospitality / Holiday Homes / Short-Term RentalsEmployment Type: Full-timeLocation: UAERole OverviewThe 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 ResponsibilitiesGuest Journey & SLA ManagementOversee the end-to-end guest journey from booking confirmation to post‑stay follow‑upEnsure all SOP timelines and service level agreements (SLAs) are consistently metMonitor automated and Admin‑led communications, intervening during exceptions or failuresLive Operations CoordinationAct as the primary operational escalation point for:Access issuesNo‑response casesLate arrivalsMid‑stay escalationsCoordinate with Admin Operations and Reservations teams to unblock issues swiftlyEnsure arrival‑day and checkout‑day readiness; escalate gaps immediatelyIssue Resolution & Service RecoveryHandle guest complaints and coordinate service recovery as per escalation protocolsSupport urgent or last‑minute on‑ground guest requirements when neededMake real‑time operational decisions to ensure uninterrupted guest staysReporting & HandoverMaintain clear and detailed shift handovers to ensure continuity of live guest casesFlag SLA breaches, recurring issues and process gaps to supervisors for improvementAuthority & Decision ScopeAuthorized to coordinate, escalate and drive teams to resolve guest issuesEmpowered to make real‑time decisions to unblock the guest journeyNot authorized to modify pricing policies or offer compensation without approvalRequired Qualifications & ExperienceValid UAE Driving License (Mandatory)2–5 years of experience in hospitality guest services or operations coordinationStrong guest‑facing communication and problem‑solving skillsHigh ownership accountability and decision‑making abilityProven capability to manage multiple live cases under time pressureCalm, structured and solution‑oriented approach during escalationsWillingness to work shifts, weekends and public holidaysPreferred / Nice‑to‑HaveExperience in holiday homes or short‑term rental operationsExisting relationships with building managements in DubaiExposure to SOP‑driven automation‑supported or high‑volume operationsKey Success IndicatorsGuest issues resolved efficiently with minimal escalationConsistent adherence to SOPs and SLAsSeamless shift handovers with zero dropped casesReduction in repeat issues caused by process or coordination gapsLicense / CertificationUAE Driving License (Required)Required Skills:None specified beyond those listed in qualifications.#J-18808-Ljbffr