Role Summary (Lead With the Value)

You will be the front line of our guest experience — handling inquiries, coordinating with operations, resolving issues quickly, and ensuring every guest interaction is professional, solution-oriented, and aligned with our Superhost standards.

This role requires strong English, excellent judgment, and the ability to think fast and stay calm under pressure.

Key Responsibilities

• Respond to guest inquiries across Airbnb, Booking.com, and direct channels within SLA timeframes.
• Manage check-in/check-out coordination with concierge, housekeeping, and operations.
• Troubleshoot guest issues (WiFi, access, appliances) using internal SOPs and escalate when needed.
• Use Hostaway PMS to update bookings, notes, calendar changes, and communication logs.
• Follow up on guest complaints professionally and support resolution/compensation decisions.
• Monitor reservations for potential risks (party risk, fraud, misuse).
• Prepare and send check-in instructions, guides, and stay information packets.
• Maintain 5-star communication standards and protect our Superhost metrics.
• Coordinate internally with housekeeping, maintenance, and drivers to close service requests.

Ideal Candidate

• Experience in holiday homes / hotels / customer service / call center is an advantage.
• Fluent, clear, and confident English (written + spoken).
• Strong problem-solving skills; able to think on the spot.
• Organized, reliable, fast typer, and detail-oriented.
• Comfortable working in a high-volume messaging environment.
• Ability to work shift-based, including weekends and public holidays.
• Familiar with platforms like Airbnb, Booking.com, or any PMS is a plus.

What We Offer

• Competitive salary + performance bonuses.
• Professional growth in one of Dubai’s highest-performing STR teams.
• Training on Hostaway, Breezeway, and internal SOPs.
• A structured environment with clear KPIs and strong career progression opportunities.
• Supportive management and a fast-paced, performance-driven culture.

Job Type: Full-time