Full job description

Job Title: Guest Service Executive – Holiday Homes

Department: Operations / Guest Experience

Location: Dubai, UAE

Employment Type: Full-Time

Reports To: Guest Experience Manager / Operations Manager

About the Role

We are looking for a friendly, professional, and highly responsive Guest Service Executive to join our Holiday Homes team.

The Guest Service Executive will be responsible for delivering an exceptional guest experience from the moment of booking until check-out. The role involves handling guest communications, coordinating check-ins and check-outs, resolving guest requests and complaints, and working closely with housekeeping, maintenance, and operations teams.

The ideal candidate should be customer-focused, calm under pressure, well-organized, and capable of managing multiple guest requests at the same time.

Key Responsibilities1. Guest Communication & Customer Service

• Act as the main point of contact for guests before, during, and after their stay.
• Respond promptly and professionally to guest inquiries through WhatsApp, phone, email, Airbnb, Booking.com, and other booking platforms.
• Provide guests with accurate information about the property, building facilities, house rules, check-in procedures, and local services.
• Maintain a friendly, professional, and solution-oriented approach in all guest interactions.
• Follow up with guests to ensure their concerns and requests have been resolved.

2. Check-In & Check-Out

• Coordinate and conduct guest check-ins and check-outs where required.
• Ensure guests receive the correct access information, keys, access cards, and instructions.
• Explain important property facilities, rules, and procedures to guests.
• Ensure smooth and timely arrivals and departures.
• Coordinate late check-ins, early check-ins, and late check-outs with the relevant teams.
• Complete proper handovers between shifts.

3. Guest Complaints & Problem Resolution

• Handle guest complaints professionally and calmly.
• Understand the issue clearly and identify the appropriate solution.
• Resolve minor guest issues independently whenever possible.
• Escalate major complaints or operational issues to the Guest Experience / Operations Manager.
• Follow up on complaints until the issue is fully resolved.
• Maintain records of complaints, incidents, and resolutions.
• 4. Housekeeping & Maintenance Coordination