أخصائي علاقات الضيوف

Guest Relations Specialist

Location: Heliopolis, Cairo

Work Model: On-site & Hybrid

Working Hours: 8 hours/day – Rotational Shifts

Days Off: 2 days per week

About Xuru Stays

Xuru Stays is a hybrid hospitality operator specializing in professionally managed apartment-style accommodations, combining the comfort of a home with the service standards of a hotel. We focus on delivering exceptional guest experiences through high-quality stays, technology, and professional hospitality services.

Job Summary

We are looking for a professional and customer-focused Guest Relations Specialist to join our team. The role is responsible for managing the guest journey from booking and pre-arrival through check-in, stay, and check-out, ensuring a smooth and exceptional experience for every guest.

Key Responsibilities

• Handle guest inquiries, requests, and concerns through calls, WhatsApp, emails, and booking platforms.

• Follow up with guests throughout their stay and ensure their needs are handled promptly.

• Manage and resolve guest complaints professionally and efficiently.

• Coordinate with Housekeeping, Maintenance, Operations, and other departments to resolve guest issues.

• Monitor guest satisfaction and maintain high service standards.

• Assist with check-in and check-out coordination when required.

• Maintain accurate guest information and update internal systems regularly.

• Follow up on guest feedback, reviews, and service-related issues.

• Ensure all guest requests are properly documented and followed through until resolution.

• Handle multiple tasks in a fast-paced hospitality environment while maintaining professionalism.

Requirements

• Bachelor’s degree.

• 3+ years of experience in Guest Relations, Hospitality, Customer Service, Call Center, or a related field.

• English level: B2–C1.

• Excellent verbal and written communication skills.

• Strong problem-solving and conflict-resolution abilities.

• Customer-focused mindset with strong attention to detail.

• Professional appearance and attitude.

• Ability to work flexible rotational shifts, including evenings, weekends, and holidays when required.

Work Model & Schedule

• The position is primarily on-site in Heliopolis, Cairo.

• Day shifts are on-site.

• Work-from-home opportunities are available for evening and overnight shifts, based on the team schedule and business requirements.

• 8 working hours per day.

• 5 working days + 2 days off.

What We Offer

• Competitive salary based on experience and skills.

• Performance bonus every 6 months.

• Medical & social insurance.

• Paid annual leave.

• Work-from-home opportunities for eligible evening and overnight shifts.

• Company-provided laptop and mobile phone for work purposes.

• Annual salary reviews and increases based on performance.