Guest Support Agent (Emirati)

Deluxe Holiday Homes is a leading holiday-home and property-management company in Dubai, managing over 700 premium short-term rental properties. The wider Deluxe Homes Group operates several licensed entities, a real estate brokerage, and joint ventures across the UAE and Armenia.

About the Role

As a Guest Support Agent, you will play a key role in ensuring a smooth and seamless guest experience by handling inquiries, coordinating with internal departments, and managing pre-arrival requirements. You will serve as a point of contact for guests across various communication channels, ensuring their requests are addressed promptly and that all necessary documentation, registrations, and arrangements are completed before arrival.

Job requirements

• Respond to, document, forward, and resolve guest inquiries, complaints, requests, and questions in a timely and professional manner.
• Record support tickets, coordinate with the relevant departments (Maintenance, Housekeeping, Reservations, Logistics, Guest Relations, and others), and follow up with internal teams and/or guests to ensure timely resolution.
• Contact upcoming guests via phone, email, or messaging platforms to ensure pre-arrival forms are submitted, required documents are collected and processed, community registrations are completed, and DTCM registration requirements are fulfilled.
• Respond to guest inquiries through online travel agency (OTA) platforms, including Booking.com, Airbnb, and other relevant channels.
• Follow up with guests to obtain the necessary documents and information before their scheduled arrival.
• Process and prepare guest documents, including cropping images, uploading files to relevant systems, and ensuring documents meet the required standards.
• Accurately record and maintain guest information and documentation in the internal Property Management System (PMS) and DET systems.
• Communicate with building management and community representatives to register guests and secure the necessary approvals before arrival.
• Coordinate continuously with team members and relevant departments to ensure guest concerns and operational issues are resolved efficiently.
• Escalate issues when necessary and prepare reports as required by management.
• Perform other administrative duties and responsibilities as assigned by management.

Nationality: Emirati (UAE Nationals only).

Languages: Proficiency in both Arabic and English.

Location: Willingness to work at our Fujairah location.

Relevant Experience: Previous experience in guest support, customer service, hospitality, or holiday-home operations is preferred.

Computer Skills: Computer knowledge, ability to navigate digital systems, and willingness to learn and undergo training.

Communication Skills: Excellent verbal and written communication skills, with the ability to handle guest inquiries and complaints professionally.

Customer Service: Strong guest-service orientation, professionalism, and a proactive approach to resolving concerns.

Organization: Excellent attention to detail, time management, and documentation skills.

Coordination: Ability to multitask, coordinate with different departments, follow up on pending requests, and ensure timely resolution of issues.