Full job description

Guest Relations Officer / Holiday Homes Runner

Job Type: Full-time

Location: Dubai, UAE

About the Role

We are looking for a responsible, proactive, and customer-focused Guest Relations Officer / Runner to join our Holiday Homes team in Dubai.

The ideal candidate will have previous experience working in a Dubai Holiday Homes company, with strong knowledge of guest relations, property management, Airbnb, Booking.com, and DTCM requirements. The candidate should be highly organised, detail-oriented, and comfortable working in a fast-paced environment with a flexible schedule.

A UAE driving licence is required for this position.

Key Responsibilities

• Manage and coordinate guest check-ins and check-outs in a professional and timely manner.
• Welcome guests, provide keys/access cards, explain property facilities, and ensure a smooth arrival experience.
• Handle guest enquiries, requests, and concerns through phone, WhatsApp, email, and booking platforms.
• Maintain excellent guest relationships throughout the stay and ensure a high level of customer satisfaction.
• Upload, update, and manage property listings on Airbnb and Booking.com.
• Ensure property information, photographs, pricing, availability, and descriptions are accurate and up to date.
• Use property management software such as Hostaway or Guesty to manage reservations, guest information, calendars, and daily operations.
• Coordinate with housekeeping and maintenance teams to ensure properties are properly prepared before guest arrivals.
• Conduct property inspections and report any maintenance, cleanliness, or operational issues.
• Coordinate urgent maintenance or guest requests and ensure timely resolution.
• Assist with the day-to-day operational management of Holiday Homes properties.
• Maintain accurate records and ensure all required guest and property information is properly documented.
• Assist with DTCM compliance, registrations, and required filings.
• Support the team with property viewings, key collection/delivery, inventory checks, and other operational requirements.
• Identify opportunities to improve guest experience and generate positive reviews.
• Assist with sales enquiries and promote available properties when required.
• Coordinate with VAs and the wider team to ensure daily tasks are completed efficiently and on time.
• Monitor and follow up on tasks assigned and coordinate with the team to ensure smooth day-to-day operations.
• Use Slack effectively for internal communication, task coordination, updates, and team collaboration.
• Perform other operational duties as assigned by management.

Requirements

• Minimum 2 years of experience in a Dubai Holiday Homes company is required.
• Undergraduate/college degree is preferred.
• Previous experience with Holiday Homes / Short-Term Rental operations is essential.
• Experience using Hostaway, Guesty, or similar property management software.
• Good knowledge of Airbnb and Booking.com.
• Familiarity with DTCM regulations, requirements, and filings.
• Excellent English communication skills; Arabic speaker is a plus.
• Strong interpersonal, communication, and guest-relations skills.
• Good sales and negotiation skills.
• Excellent attention to detail and organisational abilities.
• Ability to multitask and work effectively under pressure.
• Professional, presentable, friendly, and customer-oriented personality.
• Proven experience using Slack for team communication, task coordination, and daily updates.
• Comfortable using other digital communication and task-management platforms.
• Must be based in Mainland Dubai or within a reasonable commuting distance.
• Valid UAE driving licence is required.
• Willingness to work a flexible schedule, including weekends and public holidays when required.
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