Guest Support Agent (Emirati)

About the role

Deluxe Holiday Homes manages over 700 premium short-term rental properties in Dubai and operates several licensed entities, a real estate brokerage and joint ventures across the UAE and Armenia. As a Guest Support Agent in Fujairah, you will be the point of contact for guests, handling inquiries, coordinating with internal departments and making sure all documentation, registrations and arrangements are completed before arrival.

Key responsibilities

• Respond to, document, forward and resolve guest inquiries, complaints, requests and questions in a timely and professional way.
• Record support tickets, coordinate with Maintenance, Housekeeping, Reservations, Logistics, Guest Relations and other departments, and follow up until issues are resolved.
• Contact upcoming guests by phone, email or messaging apps so they submit pre-arrival forms, provide required documents, complete community registrations and fulfil DTCM registration requirements.
• Handle guest inquiries on OTA platforms such as Booking.com and Airbnb.
• Crop images, upload files and process guest documents to the required standard.
• Maintain guest information and documents accurately in the internal Property Management System (PMS) and DET systems.
• Communicate with building management and community representatives to register guests and secure approvals before arrival.
• Escalate issues when needed, prepare reports as required by management and perform other administrative duties assigned.

Required profile

• Emirati nationality (UAE nationals only).
• Proficiency in both Arabic and English.
• Willingness to work at the Fujairah location.
• Previous experience in guest support, customer service, hospitality or holiday-home operations is preferred.

Required skills

• Computer knowledge and ability to navigate digital systems; willingness to learn and undergo training.
• Excellent verbal and written communication, with a strong customer-service orientation.
• Attention to detail, time management and documentation skills.
• Ability to multitask, coordinate with different departments and follow up on pending requests.