Summary
Deluxe Holiday Homes is a holiday-home and property-management company operating in the UAE and Armenia. The Guest Support Agent handles guest inquiries and complaints, coordinates with internal teams, and manages pre-arrival documents, registrations, and arrangements. The role also involves responding through Booking.com, Airbnb, and other online travel platforms, maintaining records in PMS and DET systems, and escalating issues when needed. The position is based in Fujairah and is open to UAE nationals only; Arabic and English proficiency is required.
The posting
As published on deluxeholidayhomes.com. Pulled from the employer's site and shown as they wrote it.
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.