Guest & Operation Coordinator

About the roleSeraya is an elevated holiday home company in Dubai. We are looking for someone who brings the guest mindset of the world's finest luxury hotels, the organiation of an operations lead, and the commercial instinct of a good salesperson.As Guest Experience & Operations Coordinator, you are the heart of our daily operations: you look after every guest, keep every team and ticket on schedule, handle registrations, and turn enquiries into bookings.Key responsibilitiesGuest communicationOwn all guest communication by phone and chat, before, during and after each stay.Deliver luxury-hotel service and find a way to say yes, without compromising quality or revenue.Resolve issues end to end, in person when needed, and protect our 5-star rating.CoordinationConnect guests with maintenance, housekeeping, check-in hosts and building management.Own the ticketing system and make sure every visit happens at the time agreed with the guest.Follow up proactively and escalate to management when needed.AdministrationRegister every guest with building management and on the DTCM portal before arrival.SalesConvert booking enquiries with strategic, tailored quotes and smart upsells.Who you areGuest-obsessed, with a five-star hospitality mindset.Commercially minded: you find the answer that delights the guest and grows revenue.Extremely organised, able to track many guests, properties and deadlines at once.Street-smart and proactive: you solve problems, act on good judgement and know when to escalate.A natural relationship builder with colleagues and partners.Excellent communicator in English, written and spoken.Experience in luxury hospitality, or a similar guest-facing role is a MUSTNice to haveExperience with Dubai holiday home space and DTCM knowledgeArabic speaker