Job Description

ROLE EXPECTATIONS

As a Sales & Reservation Admin at CITI VACATION HOME RENTAL L.L.C (CITIHOME), the role plays a crucial part in bridging sales execution, reservation management, listing operations, guest experience, and channel partner coordination.

The role is fully responsible for managing reservations across multiple platforms, optimizing listings, delivering a high-quality guest experience, and ensuring smooth coordination with internal teams including Housekeeping and Property Supervisors. The role may also represent the company publicly and at industry events when required.

KEY RESPONSIBILITIES

1.reservation

Manage all incoming and outgoing reservations and inquiries across Airbnb, Booking.com, VRBO, direct channels (Dubizzle & Bayut), and other platforms.

Register the company and list new properties on relevant platforms.

Execute confirmed bookings based on pricing and policies provided by central management.

Follow up on leads, guest inquiries, and pre-arrival communications.

Upsell additional services where applicable (early check-in, transfers, late checkout, etc.).

Handle re-bookings, cancellations, and change requests accurately.

Oversee reservation trackers and ensure they are updated daily.

Follow up on check-in/check-out schedules and stay durations as instructed by the Operations Manager.

Register property units and guest details on governmental and regulatory portals (DTCM, Sakani, and similar), either via portal access or official email submission.

2. Listing Operations

Create and publish listings (titles, descriptions, images, amenities).

Ensure listings meet platform and internal quality standards.

Coordinate with photographers and the design team for content.

Liaise with Listing & Channel Control for proper setup and maintenance.

Maintain listing consistency across all OTAs.

Create, upload, and update listings based on operational standards.

Monitor pricing and occupancy and report to management every three days.

Perform listing optimization.

3. Guest Experience

Provide full guest support from inquiry to checkout.

Address guest issues and coordinate real-time responses with operations and maintenance teams.

Ensure guests receive welcome messages and clear check-in instructions.

Proactively follow up during and after stays to maximize satisfaction and reviews.

Continuously monitor and improve the guest journey from booking to departure.

Support guest maintenance inquiries and upsell requests.

4. Supervisory & Operational Coordination

Coordinate daily reservation schedules and durations with the Operations Manager.

Coordinate and follow up on all maintenance-related issues.

Take ownership of maintenance coordination, including routine inspections, fault identification, and resolution follow-up.

Align housekeeping schedules with check-in/check-out times.

Communicate with Housekeeping and Property Supervisors regarding unit readiness and cleanliness.

Track issues raised by cleaners or check-in staff and ensure resolution.

Follow up daily operational schedules and guest requests with the team.

5. Channel Partner Support

Act as the main point of contact for channel partners.

Handle all communications and guest management related to partner bookings.

Provide technical and guest-handling support for channel partner guests.

Share real-time updates, reports, and confirmations.

Maintain strong channel partner relationships through timely and professional handling.

6. Trackers, Reporting & Follow-Ups

Maintain and update trackers for:

Guest bookings

Owner contract statuses

Referral and channel partner reservations

Share daily check-in/check-out schedules with relevant departments.

Escalate urgent matters to management when required.

Keep documentation accurate and organized in shared folders or CRM/PMS systems.

Ensure all trackers remain continuously updated and aligned with operational changes.

7. Company Representation

Represent CITIHOME and its member companies at industry events when required and demonstrate professionalism and industry knowledge.

Prepare a consolidated summary and arrange timely payments for all utility services, including DEWA, internet, Chiller and Gas, ensuring bills are reviewed, approved, and settled within the due dates to avoid service disruptions or penalties.

Arrange and manage the ordering of amenities and all necessary items inside the unit, ensuring adequate stock levels, timely replenishment, and readiness of the unit for guest use.

Handle the application and coordination for obtaining the required DTCM permit, ensuring all documents are submitted accurately and approvals are secured in compliance with regulations

Skills, Experience & Profile Requirements

Proven experience in hotel operations, hospitality, or short-term rental industry (hotel reservation, front office, guest relations, or holiday homes experience is mandatory).

Strong background in reservation handling, OTA platforms, and administrative coordination.

Experience working in an administrative or operational support role, with strong attention to detail and documentation.

Familiarity with platforms such as Airbnb, Booking.com, VRBO, and direct booking channels is highly preferred.

Excellent communication skills in English (written and spoken); additional languages are a plus.

Strong organizational skills, multitasking ability, and the capability to work under operational pressure.

High level of responsibility, responsiveness, and ownership mindset.

Availability and flexibility to work on a 24/7 operational support basis, including weekends, holidays, and after-hours support when required by business needs.

Female candidates are preferred for this role, based on operational and team-structure requirements.

Job Type: Full-time