Job Description

Guest Communication Specialist (Back Office)

Job Overview

As a

Guest Communication Specialist

, you'll be the first point of contact for our guests and the bridge between departments (housekeeping, maintenance, bellboys, and operations). You'll ensure smooth communication, prompt issue resolution, and a seamless guest experience -- all managed from the back office.

Key Responsibilities

Pre-Arrival & Check-In Coordination

Contact guests for arrival time, passport copies, and security deposit. Verify all pre-check-in requirements (ID, payment, DTCM documentation). Assign and brief bellboys for scheduled check-ins/check-outs. Ensure access cards and keyless codes and welcome kits are ready and tracked. Update all guest and reservation data in the PMS and Sakani portals. Coordinate with housekeeping and maintenance to ensure unit readiness before arrival.

Check-In/Check-Out Oversight (via Bellboys)

Supervise daily bellboy schedules and confirm on-ground task completion. Monitor unit checklist completion during guest check-outs. Monitor unit checklist completion during guest check-outs. Assign bellboys for final inspections and guest review collection.
Report damages, missing items, and process deposit deductions as per SOP

Guest Communication & Support

Respond to WhatsApp, OTA, and call inquiries within 2 minutes. Maintain clear, professional communication with guests before, during, and after the stay. Log all guest concerns and escalate unresolved issues to the Operations Lead. Assist guests with booking extensions, keyless code generation, and Sakani updates. Coordinate with housekeeping and maintenance for service requests or complaints.

Guest Experience & Reviews

Make courtesy calls within 15 minutes after check-in to ensure satisfaction. Track and encourage guest reviews across all platforms (Airbnb, Booking.com, Google, etc.).
Follow up with guests who provide negative feedback to resolve issues proactively.

Support review campaigns and internal recognition (e.g., Review Champion initiatives).

Reporting & SOP Compliance

Prepare and submit daily operational reports covering:

Check-ins, check-outs, pending cases, deposits, and guest issues.
Maintenance/housekeeping status and completion rates.

Review collection statistics and feedback summaries. Maintain accurate digital records for access cards, deposits, damages, and guest logs.
Ensure all documents and records are uploaded to DTCM, Sakani, and PMS portals.

Support process improvement and ensure compliance with company SOPs.

What We're Looking For

Minimum 2 years' experience in guest services, hospitality, or customer support. Strong English communication (verbal & written); Arabic or other languages are a plus. Tech-savvy, organized, and efficient under pressure. Experience with PMS systems, OTA platforms (Airbnb, Booking.com, Expedia), and Hostaway preferred.
Familiarity with DTCM and Sakani portals is an advantage.

Ability to lead and coordinate bellboys to ensure smooth guest service. Presentable, professional, and service-oriented.

Core Competencies

Exceptional communication and coordination skills. Proactive problem-solving and multitasking ability. Strong attention to detail and accuracy in documentation. Team player with leadership qualities for field coordination.
Job Types: Full-time, Permanent

Experience:

Holiday homes: 1 year (Preferred)
Language:

* Arabic (Preferred)