Customer Service & Reservations Executive

SAMAYA Hotels & Resorts; Dubai; On-site; AED 56,000 - 89,000; Full time

Job summary

SAMAYA Hotels & Resorts in Dubai seeks a Customer Service & Reservations Executive to join our Holiday Homes team. You will manage guest inquiries, reservations, and daily operations across OTA platforms like Airbnb, Booking.com, and Expedia.

Ideal candidates have hospitality and short-term rental experience, strong English communication, and the ability to coordinate with housekeeping, maintenance, and revenue teams. Arabic is a plus, and weekend/holiday shifts may apply.

Qualifications

• Experience in Holiday Homes or short-term rentals preferred.
• Experience with OTA platforms (Airbnb, Booking.com, Expedia) is highly preferred.
• Strong English communication skills; Arabic is an advantage.

Responsibilities

• Handle guest inquiries through phone, WhatsApp, email, and booking platforms.
• Manage reservations from inquiry stage until check-out.
• Respond promptly to guest messages and booking requests.
• Confirm reservation details, payment status, check-in instructions, and guest requirements.
• Coordinate with housekeeping, maintenance, operations, and check-in teams.
• Assist guests before, during, and after their stay.
• Handle guest complaints professionally and ensure quick resolution.
• Follow up on maintenance or housekeeping issues until completion.
• Manage booking modifications, extensions, cancellations, and date changes.
• Monitor apartment availability and avoid overbooking.
• Ensure calendars and reservation information are updated correctly.
• Assist with upselling, extensions, early check-in, late check-out, and other additional services.
• Follow up with guests regarding security deposits and required documentation.
• Encourage satisfied guests to leave positive reviews.
• Respond professionally to guest reviews when required.
• Maintain accurate guest and reservation records.
• Prepare daily reservation and occupancy reports when required.
• Coordinate with the Revenue/Pricing team regarding rates, promotions, and booking opportunities.
• Follow company SOPs and ensure a high standard of guest service at all times.

Skills

Customer Service

Reservation Management

Guest Communication

OTA Management

Problem Solving

Hospitality Operations

Communication Skills

Time Management

Team Coordination

Attention to Detail

Tools

Hostaway

Job description

Job Vacancy: Customer Service & Reservations Executive

Holiday Homes / Short-Term Rental Company

We are looking for a professional and customer-focused Customer Service & Reservations Executive to join our Holiday Homes team in Dubai.

The ideal candidate should have experience in short-term rentals, hospitality, hotels, or holiday homes, with strong communication skills and the ability to manage guest inquiries, bookings, and daily reservation operations efficiently.

Key Responsibilities

• Handle guest inquiries through phone, WhatsApp, email, and booking platforms.
• Manage reservations from inquiry stage until check-out.
• Respond promptly to guest messages and booking requests.
• Manage bookings through platforms such as:
  • Airbnb
  • Booking.com
  • Expedia
  • Direct bookings
• Confirm reservation details, payment status, check-in instructions, and guest requirements.
• Coordinate with housekeeping, maintenance, operations, and check-in teams.
• Assist guests before, during, and after their stay.
• Handle guest complaints professionally and ensure quick resolution.
• Follow up on maintenance or housekeeping issues until completion.
• Manage booking modifications, extensions, cancellations, and date changes.
• Monitor apartment availability and avoid overbooking.
• Ensure calendars and reservation information are updated correctly.
• Assist with upselling, extensions, early check-in, late check-out, and other additional services.
• Follow up with guests regarding security deposits and required documentation.
• Encourage satisfied guests to leave positive reviews.
• Respond professionally to guest reviews when required.
• Maintain accurate guest and reservation records.
• Prepare daily reservation and occupancy reports when required.
• Coordinate with the Revenue/Pricing team regarding rates, promotions, and booking opportunities.
• Follow company SOPs and ensure a high standard of guest service at all times.

Requirements

• Previous experience in Holiday Homes, Short-Term Rentals, Hotels, Hospitality, Reservations, or Customer Service is preferred.
• Experience with Airbnb, Booking.com, Expedia, or similar OTA platforms is highly preferred.
• Strong English communication skills, both written and spoken.
• Arabic is an advantage.
• Strong customer service and problem-solving skills.
• Ability to work under pressure and handle multiple guest requests.
• Good computer skills and ability to work with reservation/property management systems.
• Strong attention to detail.
• Professional attitude and appearance.
• Ability to work in shifts, weekends, and public holidays when required.

Preferred Experience

• Candidates with experience using Property Management Systems such as Hostaway or similar platforms will be given preference.

Key Skills

• Customer Service
• Reservation Management
• Guest Communication
• OTA Management
• Problem Solving
• Hospitality Operations
• Communication Skills
• Time Management
• Team Coordination
• Attention to Detail

Job Location

Dubai, UAE

Job Type

Full-Time

Department

Customer Service & Reservations

Position Title

Customer Service & Reservations Executive – Holiday Homes