Job Description

Join one of Dubai's fastest-growing professional holiday home operators.

BLVD Holiday Homes manages 125+ units across Dubai, delivering a premium guest experience and maintaining Superhost status across platforms. We are looking for a sharp, reliable, and customer-obsessed

Guest Communication Executive

to strengthen our operations and guest satisfaction.

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

Pay: AED2,000.00 - AED4,000.00 per month

Application Question(s):

Describe a real situation where a guest/client was unhappy during an active stay.
Include:

What the issue was How the guest communicated (tone, platform) What you did first What you did second Final outcome
If you've never handled an upset guest in real time, say so.

A guest sends this message at 10:45 PM:
"This is unacceptable. The AC is not cooling properly and I have a meeting early morning. Fix this now or I want a refund."

Write the exact message you would send back.

You are managing 25+ active chats.
Name three specific mistakes that junior guest communication staff commonly make under pressure.

Explain how you personally avoid each one.

Describe a time when you personally made a mistake with a guest. What was the mistake? How did the guest react? What did you say? * What did you change afterward?