Customer Service Representative (Hospitality)

About the role

The Authors is looking for a Customer Service Representative to manage guest communications and help deliver exceptional experiences across its holiday homes and serviced apartments in Abu Dhabi. The role requires fluency in Arabic and English and a proactive, detail‑oriented approach to supporting guests before, during, and after their stay.

Key responsibilities

• Respond to guest inquiries via WhatsApp, Airbnb, Booking.com, phone and email.
• Assist guests throughout their stay and coordinate with Operations, Housekeeping, Maintenance and other departments to fulfil requests.
• Handle complaints and escalations professionally, ensuring timely resolution.
• Maintain accurate records and follow company SOPs.
• Support guest satisfaction initiatives and service‑recovery efforts.
• Meet response‑time and communication standards consistently.

Required profile

• Fluent in Arabic and English (spoken and written) – mandatory.
• Previous experience in customer service, hospitality, hotels, holiday homes or guest relations.
• Strong communication and problem‑solving abilities.
• Ability to multitask in a fast‑paced environment.
• Comfortable using technology and various communication platforms.
• Positive attitude and professional demeanor.

Required skills

What we offer

• Salary range AED 2,800 – 4,000 per month, depending on experience.
• UAE employment visa and housing assistance.
• Career growth opportunities within a rapidly expanding hospitality company.
• Exposure to holiday homes, serviced apartments and hospitality operations.
• Direct collaboration with leadership and contribution to a premium UAE hospitality brand.