Guest Relations Associate (On-Site & Field Operations) - Freelancer

Job Title: Guest Relations Associate

Reporting to: Operations Manager

Location: Dubai, UAE

Who are we?

Silkhaus is a Dubai-headquartered end-to-end technology platform that powers short-term rentals (STRs) for guests, real estate owners, and operators. We have an all-star founding team and leading investors (Oresaya Capital, Nuwa Capital, Global Founders Capital, VentureSouq, Yuj Ventures, and several high impact family offices and entrepreneurs), with experience in hyper-scaling proptechs and emerging markets technology businesses. In addition to running the largest portfolio of short-term rentals across the GCC, we are building the global technology stack for STRs operators and real estate owners to run cutting edge short-term rental businesses.

Mission

Silkhaus leverages technology to power delightful short-term rental (STR) experiences for travellers and real estate owners across Asia. Silkhaus is the global operating system for STRs.

Values

Built By Owners: We operate with an ownership mindset, driven by integrity and technology, to deliver exceptional experiences for real estate owners and guests.

1+1=3: We achieve more together through teamwork, perseverance, and flexibility, fostering excellence and continuous innovation.

Always In Service: We prioritize empathy and excellence, ensuring every guest and real estate partner receives a seamless and memorable experience.

Role Overview

The Freelancer Guest Relations Associate plays a critical role in delivering a seamless, high-quality guest experience across the Silkhaus portfolio. This role blends guest communication with on-ground support, requiring agility, ownership, and the ability to respond quickly to guest needs while upholding Silkhaus service standards.

Key Responsibilities

• Manage end-to-end guest communication across WhatsApp, email, phone, and booking platforms
• Support guests with check-in, check-out, access issues, and in-stay requests
• Conduct on-ground guest support visits when required to resolve issues efficiently
• Coordinate with Operations, Housekeeping, and Maintenance teams to close guest issues quickly
• Proactively identify and resolve potential guest concerns before escalation
• Maintain accurate logs of guest interactions, incidents, and resolutions
• Adhere to defined response time SLAs and quality benchmarks

Mandatory Requirements (Non-Negotiable)

• Valid UAE driving license
• Own valid UAE residence visa
• Own car and ability to travel across Dubai as required

Working Model

• Freelance / contract engagement
• Shift-based or on-call availability, including weekends and holidays
• Performance-driven collaboration with clearly defined SLAs