Guest Relations & Reservations Coordinator (Holiday Homes)

Job Summary

Guest Relations & Reservations Coordinator

Key Responsibilities

• Manage guest inquiries and reservations through Airbnb, Booking.com, Expedia, Agoda, and other booking channels.
• Handle booking confirmations, modifications, cancellations, and special guest requests.
• Coordinate smooth guest check-in and check-out processes.
• Provide guests with property information, access instructions, and stay-related assistance.
• Respond promptly and professionally to guest messages, calls, reviews, and complaints.
• Monitor reservation calendars and ensure availability and booking information are always accurate.
• Coordinate with housekeeping, maintenance, and operations teams to ensure properties are guest-ready.
• Follow up with guests before arrival, during their stay, and after departure to maintain high guest satisfaction.
• Assist in resolving guest issues efficiently while maintaining excellent service standards.
• Monitor occupancy levels and report booking trends to management.
• Maintain accurate guest records and reservation data.
• Support the team in maximizing occupancy and guest satisfaction across all properties.

Requirements

• Minimum 1–2 years of experience in Holiday Homes, Hospitality, Hotel Reservations, or Customer Service.
• **Hands-on experience managing reservations and guest communications through Airbnb, Booking.com, Expedia, Agoda, and other OTA platforms.**
• Strong understanding of OTA extranets, reservation management, and channel operations.
• Excellent verbal and written communication skills in English (Arabic is an advantage).
• Strong customer service and problem-solving skills.
• Ability to work in a fast-paced environment and handle multiple reservations simultaneously.
• Proficiency in Microsoft Office and reservation management systems.
• Strong organizational skills and attention to detail.

Preferred Qualifications

• Experience in Dubai Holiday Homes operations.
• Familiarity with channel managers such as Guesty, Hostaway, Lodgify, Rentals United, or similar systems.
• Knowledge of Dubai tourism and holiday home regulations.

Key Skills

• Guest Relations
• Reservation Management
• OTA Channel Management (Airbnb, Booking.com, Expedia, Agoda)

• Customer Service Excellence

• Problem Resolution
• Communication Skills
• Time Management
• Multitasking
• Hospitality Operations