Guest Support Agent

Deluxe Holiday Homes is Dubai's leading vacation rental management firm, boasting a comprehensive suite of services that spans across vacation rentals, property management, real estate brokerage, and more. With a commitment to innovation, professionalism, and excellence, we manage over 750+ properties and employ a dedicated team of over 255+ professionals.

About the Role:
As a Guest Support Agent at Deluxe Holiday Homes you will be responsible for maintaining positive relationships with property owners, ensuring their needs are met, and coordinating communication between owners and our team.

Responsibilities:

• Answer to, record, forward and address all guest inquires (complains, requests, questions);

• Record support tickets, coordinate with appropriate department (maintenance, housekeeping, reservations, logistics, GRO, etc.) and follow up internally and/or guests to have the ticket resolved;

• Call, email, message to upcoming guests to (a) have pre-arrival form submitted, obtain documents, process documents, register with community and complete DTCM registration, etc;

• Answer to guest inquires via OTA channels such as Booking.com, AirBNB, etc;

• Follow up with guests to receive documents/information prior to their arrival;

• Process and improve the documents (such as crop the image, upload into the systems, etc);

• Record guests' information and documents in internal PMS and DET systems;

• Send email to community / register guests prior their arrival with the building;

• Constantly coordinate with team members to have issues solved;

• Work with issue escalation and provide reports as required by management;

• Conduct any other Admin tasks as assigned by management.

Benefits

• Competitive salary Package;

• Medical Insurance Plan;

• Air Ticket Allowance;

• Comprehensive training and support;

• A dynamic and supportive working environment;

• A great working environment;

Requirement:

• Bachelor degree or related field of study.

• Excellent communication skills in English, both verbal and written.

• Strong customer service orientation with the ability to handle inquiries professionally.

• Proficiency in using CRM software like HubSpot or similar platforms.

• Ability to multitask, prioritize, and work under pressure.

• Collaborative attitude and willingness to work with cross-functional teams.

• Attention to detail and problem-solving skills.

• Previous experience in a similar role or industry is advantageous.

If you're passionate about fostering strong owner relations and are interested in joining our team at Deluxe Holiday Homes, we invite you to apply and embark on this journey together