Full job description

Guest Relations Officer — Propup

PROPUP is a Dubai-based holiday homes company managing a growing portfolio of premium short-term rental properties across the city.

We are an ambitious, fast-growing company with a clear long-term vision to manage more than 1,000 properties across the UAE within the next five years.

Our growth is driven by four core values:

• Integrity
• Persistence
• Reliability
• Growth

As our company continues to expand, we are looking for people who want to grow with us. We believe in promoting from within, giving talented individuals the opportunity to build long-term careers while helping shape the future of our organization.

About the Role

Your mission is to make every Propup guest feel looked after from the moment they book until the moment they check out — and to leave them wanting to come back.

As Guest Relations Officer, you are the front line of the guest experience across our portfolio of premium short-term rental properties in Dubai. You handle enquiries, check-ins and check-outs, in-stay requests and issue resolution, working closely with operations and housekeeping to keep every stay running smoothly. This is an excellent opportunity for someone who enjoys fast-paced guest-facing work and takes real pride in five-star reviews.

Key Responsibilities

• Act as the main point of contact for guests before, during and after their stay, across WhatsApp, phone, email and booking-platform messaging.
• Manage guest check-ins and check-outs, including key handovers, welcome orientation and property walkthroughs.
• Respond promptly to guest enquiries, special requests and complaints, resolving issues to a high standard and escalating when needed.
• Coordinate with housekeeping, maintenance and operations teams to ensure properties are guest-ready and issues are closed out quickly.
• Monitor and respond to guest reviews on Airbnb, Booking.com and other platforms, and work to protect and improve property ratings.
• Handle bookings, extensions, early check-ins and late check-outs in line with company policy.
• Maintain accurate guest records, incident reports and handover notes.
• Support upselling of additional services and amenities where appropriate.
• Be available for shift work, including weekends and public holidays, as guest needs require.
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