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 ensure a smooth guest experience by handling inquiries, coordinating with internal departments and managing pre-arrival requirements. You act as a point of contact for guests across communication channels so that 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 to collect pre-arrival forms, required documents and community registrations, and to meet DTCM registration requirements.
• Handle guest inquiries through OTA platforms such as Booking.com and Airbnb.
• Process guest documents, including cropping images and uploading files to the right systems.
• Maintain guest information in the internal Property Management System (PMS) and DET systems.
• Register guests with building management and community representatives and secure approvals before arrival.
• Escalate issues when needed, prepare reports as required by management and carry out other administrative tasks assigned by management.

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, with willingness to learn and undergo training.
• Excellent verbal and written communication, and strong customer service orientation.
• Attention to detail, time management and documentation skills.
• Ability to multitask, coordinate with departments and follow up on pending requests.