Guest Support Agent (Emirati)

Deluxe Holiday Homes is a leading holiday-home and property-management company in Dubai, managing over 700 premium short-term rental properties. The wider Deluxe Homes Group operates several licensed entities, a real estate brokerage, and joint ventures across the UAE and Armenia. About the Role As a Guest Support Agent, you will play a key role in ensuring a smooth and seamless guest experience by handling inquiries, coordinating with internal departments, and managing pre-arrival requirements. You will serve as a point of contact for guests across various communication channels, ensuring their requests are addressed promptly and that all necessary documentation, registrations, and arrangements are completed before arrival. Job requirements - Respond to, document, forward, and resolve guest inquiries, complaints, requests, and questions in a timely and professional manner. - Record support tickets, coordinate with the relevant departments (Maintenance, Housekeeping, Reservations, Logistics, Guest Relations, and others), and follow up with internal teams and/or guests to ensure timely resolution. - Contact upcoming guests via phone, email, or messaging platforms to ensure pre-arrival forms are submitted, required documents are collected and processed, community registrations are completed, and DTCM registration requirements are fulfilled. - Respond to guest inquiries through online travel agency (OTA) platforms, including Booking.com, Airbnb, and other relevant channels. - Follow up with guests to obtain the necessary documents and information before their scheduled arrival. - Process and prepare guest documents, including cropping images, uploading files to relevant systems, and ensuring documents meet the required standards. - Accurately record and maintain guest information and documentation in the internal Property Management System (PMS) and DET systems. - Communicate with building management and community representatives to register guests and secure the necessary approvals before arrival. - Coordinate continuously with team members and relevant departments to ensure guest concerns and operational issues are resolved efficiently. - Escalate issues when necessary and prepare reports as required by management. - Perform other administrative duties and responsibilities as assigned by management.