Guest Experience Specialist

Company DescriptionXuru Stays is a hybrid hospitality operator offering professionally managed, apartment-style rentals with hotel-like services for tourists and corporate guests. Founded by a successful Airbnb host, the company focuses on Egypt’s growing short-term rental market and the demand for standardized, high-quality residential accommodation. By connecting homeowners with this demand in strategic locations, Xuru Stays helps maximize returns on property investments. Supported by a robust technology stack, the team optimizes operations while ensuring sustained profitability for homeowners and reliable, comfortable stays for guests.Role Description To be responsible for welcoming guests, managing check-in and check-out processes, and ensuring a smooth stay through proactive communication and support. The Specialist will handle guest inquiries and requests in person, via phone, and digital channels, addressing issues promptly and professionally to maintain high satisfaction levels. Day-to-day tasks include coordinating with housekeeping supervisors and maintenance teams, updating reservation details, documenting guest feedback, and assisting with local information or recommendations. The role also involves maintaining accurate records, following company procedures, and representing Xuru Stays’ standards of service and hospitality. Guest Experience ExcellenceEnsure guests receive timely, professional, and personalized service across all communication channels. Monitor guest interactions to maintain high service quality and brand standards. Identify opportunities to enhance guest satisfaction and improve the overall guest journey. Ensure adherence to service level agreements (SLAs) and response time targets.Ensure team members are knowledgeable about company policies, systems, and hospitality best practices.Systems & Process ManagementMonitor and ensure proper utilization of all operational systems, including PMS, CRM, OTA extranets, booking platforms, communication tools, and internal systems. Verify the accuracy of reservations, guest profiles, and operational records. Identify system-related issues and coordinate with relevant departments for resolution.QualificationsBachelor's degree in Hospitality Management, Business Administration, Tourism, or a related field. Minimum experience in hospitality, guest relations, reservations, customer service, or short-term rental operations. Professional communication skills with excellent Phone Etiquette and clear spoken and written English and Arabic.Availability to work flexible shifts, including evenings, weekends, and holidays as needed.Strong analytical and problem-solving abilities. Proficiency in platform (Airbnb, Booking.com, Expedia), and Microsoft Office. Ability to work under pressure and manage multiple priorities.