Guest Support Agent (UAE National)

Deluxe Holiday Homes; Fujairah City; On-site; AED 60,000 - 120,000; Full time

Job summary

Join Deluxe Holiday Homes as a Guest Support Agent based in Fujairah. This dynamic role focuses on enhancing guest experiences by providing exceptional service, managing inquiries, and supporting daily operations. If you possess excellent communication skills and a customer-centric mindset, we invite you to be part of our dedicated team.

Benefits

Competitive salary package

Medical insurance plan

Air ticket allowance

Comprehensive training and support

Dynamic and supportive work environment

Qualifications

• Excellent English communication skills required.
• Proficiency with CRM software like HubSpot needed.
• Strong customer service orientation essential.

Responsibilities

• Greet and welcome guests warmly for a professional first impression.
• Handle guest inquiries, bookings, and concerns via various channels.
• Support general office administration and coordinate with operations.

Skills

Customer Service

Communication

Multitasking

Education

Bachelor's degree or related field

Tools

CRM software (HubSpot)

Job description

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 role 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.

Responsibilities:

• Greet and welcome guests warmly, ensuring a professional first impression.
• Handle all guest inquiries, bookings, and concerns via calls, messages, emails, and in person.
• Process reservations accurately and update property management systems.
• Coordinate daily operations with housekeeping and maintenance teams.
• Provide support to guests, such as arranging groceries and fulfilling specific requests.
• Respond promptly to maintenance or housekeeping needs raised by guests.
• Support general office administration, procurement, call handling, and filing.
• Liaise with operations and guest relations teams for a seamless experience.
• Maintain records and follow up to ensure guest satisfaction.
• Perform additional administrative duties as assigned.

Additional Support Tasks:

• Attend incoming calls and messages.
• Monitor and respond to bookings and support emails.
• Convey notices from community management to guests.
• Respond to chats in HubSpot and assign tasks accordingly.
• Create support tickets in HubSpot and PMS.
• Communicate check-in/out procedures to guests.
• Coordinate check-in/out schedules with the operations team.
• Provide manuals and troubleshooting tips for gas, internet, etc.
• Record requests, issues, and complaints in PMS.
• Log compensation requests in PMS.
• Share guest visit schedules with relevant departments.
• Coordinate with management regarding offers or discounts for inconvenienced guests.

Administrative Support:

• Update financial details for tentative bookings.
• Collect guest IDs and passports for bookings.
• Update extensions and registration details.
• Handle community portal viewings and requests.
• Manage GRO, guest, and community interactions.
• Resend missing registration details.
• Handle outbound calls, time, and key collections.

Benefits:

• Competitive salary package
• Medical insurance plan
• Air ticket allowance
• Comprehensive training and support
• Dynamic and supportive work environment

Requirements:

• Bachelor's degree or related field
• Male candidates preferred due to shift timings
• Excellent English communication skills
• Strong customer service orientation
• Proficiency with CRM software like HubSpot
• Ability to multitask and work under pressure
• Team-oriented and detail-focused
• Previous experience in a similar role is a plus

If you're passionate about owner relations and eager to join our team at Deluxe Holiday Homes, we invite you to apply and embark on this journey with us.