Guest Support Agent – Night Shift (Fujairah Operations)

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:

We are looking for a dedicated and service-driven Guest Support Agent to join our Fujairah operations. This is a night shift role that combines customer service, administrative coordination, and butler-style guest support and service. The ideal candidate must be based in Fujairah and possess excellent communication and multitasking skills to ensure smooth guest experiences and operational flow.

Front Desk & Guest Interaction:

• Greet and welcome guests warmly, ensuring a professional first impression.

• Handle all guest inquiries, bookings, and concerns via calls, text messages, emails, and in person.

• Process reservations with accurate details and update property management systems accordingly.

• Coordinate daily operations with housekeeping and maintenance teams.

• Provide butler-style support to guests (e.g., arranging grocery items, fulfilling specific requests, etc.).

• Ensure timely response to maintenance or housekeeping needs raised by guests.

• Support general office administration, procurement, call handling, and filing.

• Liaise closely with the operations and guest relations team to ensure a seamless guest experience.

• Maintain records and follow up on guest services to ensure closure and satisfaction.

• Perform any additional administrative duties assigned by the supervisor.

Guest Support Agents:

• Attend incoming calls & messages

• Monitor and respond GMAIL bookings and support email.

• Convey the notice from community management to the guests.

• Answer all chats in HubSpot related to support and assign to the respective department.

• Initiate ticket according to guest's inquiry/request in HubSpot and PMS (requests/tasks)

• Communicating with the guest the check in/out procedures

• Coordinate with operations team about the schedule for guided check in/out.

• Share the manual to the guest on how to operate the Gas/Cooker and basic troubleshooting of internet or gas.

• Record Requests/Issues/complaints on PMS.

• Record the compensation request on PMS

• Report the preferring scheduled/visit time of the guest to relevant department.

• Get and advise from the Sr. Agents, Shift leader or management if some offer or discount can be offered to the guests who had faced any inconvenience.

Guest Support Admins:

• Updating financial details for tentative bookings from booking portals

• Collecting guests IDs, Passports for the today’s bookings & next day bookings.

• Updating extensions

• Viewings requests registrations (Community portals)

• Handling GRO’s/Guests/Community 

• Check in missing registrations (admins have to resend again)

• Handling outbound calls.

• Time collection & Key collection

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.

• Male candidates are preferred due to shift timing requirements.

• 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.