Guest Reservations & Service Exec – Holiday Homes (Dubai)

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

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.