Guest Support Agent

Deluxe holiday homes; Fujairah City; On-site; AED 60,000 - 120,000; Full time

Job summary

A leading company in the hospitality sector seeks a dedicated Guest Support Agent in Fujairah. The role combines customer service and administrative tasks to ensure a seamless guest experience. The ideal candidate will possess strong communication skills and a customer-focused attitude, handling inquiries, bookings, and supporting daily operations effectively.

Benefits

Medical Insurance Plan

Air Ticket Allowance

Comprehensive training and support

Dynamic and supportive working environment

Qualifications

• Bachelor's degree or related field of study.
• Excellent communication skills in English, both verbal and written.
• Previous experience in a similar role is advantageous.

Responsibilities

• Greet and welcome guests, handling inquiries and bookings.
• Coordinate daily operations with housekeeping and maintenance teams.
• Support general office administration and maintain records.

Skills

Communication Skills

Customer Service Orientation

Multitasking

Problem-Solving Skills

Attention to Detail

Education

Bachelor's Degree

Tools

CRM Software

Job description

We are looking for a dedicated and service-driven Guest Support Agent to join our Fujairah operations. This is a role that combines customer service, and administrative coordination. 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)

Check in missing registrations (admins have to resend again)

Handling outbound calls.

Time collection & Key collection

Competitive salary Package;

Medical Insurance Plan;

Air Ticket Allowance;

Comprehensive training and support;

A dynamic and supportive working environment;

A great working environment;

About the Role:

We are looking for a dedicated and service-driven Guest Support Agent to join our Fujairah operations. This is a role that combines customer service, and administrative coordination. 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;

Job requirements

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.

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