Job Description

Key Responsibilities

Guest Inquiry & Booking Management

Respond promptly and professionally to guest inquiries across multiple channels (calls, emails, OTAs, WhatsApp). Assist guests throughout the booking process, providing accurate information on availability, rates, promotions, and policies. Maintain well-organized and accurate records of guest details and reservations.

Reservation Processing & System Management

Create, manage, and verify reservations, including payments and booking details. Handle booking modifications, cancellations, refunds, and special requests in accordance with company policies. Ensure all booking calendars are accurate, updated, and synchronized across platforms.

Pre-Arrival & Guest Coordination

Confirm guest information and ensure compliance with regulatory and documentation requirements. Send pre-arrival instructions, check-in details, and welcome messages to guests. Coordinate closely with Guest Relations, Housekeeping, and Operations teams to ensure a seamless guest experience.

Revenue & Pricing Support

Monitor daily room rates and assist with dynamic pricing strategies to maximize occupancy and revenue. Support rate adjustments for peak seasons, holidays, and special events. Track key performance indicators such as occupancy levels, ADR, and booking trends.

Market Analysis & Promotions

Monitor competitor pricing and local market trends. Support promotional campaigns and optimize listings on OTA platforms to increase visibility and bookings. Ensure all listings are accurate, complete, and compliant with OTA and regulatory requirements.

Reports & Documentation

Maintain daily logs for inquiries, bookings, payments, refunds, cancellations, and no-shows. Submit accurate end-of-shift and daily reports with a high level of accuracy (<1% error rate). Ensure all guest communication and updates are recorded in the PMS for audit and tracking purposes.

Cross-Department Coordination

Liaise with Guest Relations, Housekeeping, and Maintenance teams to ensure units are guest-ready, especially for VIP arrivals. Communicate early check-ins, late check-outs, extensions, and special guest requests to internal teams.

Refunds, Cancellations & No-Shows

Review and verify refund requests in line with company policy and obtain required approvals. Process cancellations within timelines and update all relevant systems and portals. Record no-shows accurately, release inventory, and apply penalties as applicable.

Listing & Calendar Management

Block and release calendars with complete notes (reason, reservation ID, staff name). Support listing optimization by reviewing pricing, visibility, and permit compliance. Ensure new listings are published only after complete setup, including accurate descriptions, HD images, and permit details.

Review Management & Dispute Handling

Monitor guest reviews and raise disputes for misleading or defamatory feedback where applicable. Provide evidence and coordinate with OTA platforms in line with their policies. Work closely with Guest Relations to maintain high review scores and guest satisfaction levels.

Qualifications & Skills

Excellent command of

English

(knowledge of

Hindi or Arabic

is an advantage). Strong communication, customer service skills, and professional phone etiquette. Highly detail-oriented with strong organizational and multitasking abilities. Hands-on experience with

PMS and OTA platforms

such as

Hostaway, Airbnb, Booking.com, Expedia

. Proficiency in

Microsoft Office

(Excel, Word, Outlook).

Benefits

Employment visa sponsored Medical insurance provided Paid annual leave One-way air ticket provided upon completion of 12 months of service

Additional Information

Ability to Commute/Relocate:

Dubai: Must be able to reliably commute or plan to relocate before joining (Required)

Application Question:

Do you have experience in Dubai holiday homes or OTA-based property management? (Mandatory to answer; not a deal-breaker)*

Experience Required:

Reservation / Front Office: Minimum

1 year

(Required)

Languages:

English (Required) Hindi / Arabic (Preferred)
Job Type: Full-time

Pay: AED3,000.00 - AED4,000.00 per month