**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.**
