Customer Service & Reservations Executive

Company: Samaya Holiday Homes – Part of Tiger GroupLocation: Dubai, UAEDepartment: Customer Service & ReservationsEmployment Type: Full-TimeAbout the RoleSamaya Holiday Homes, part of Tiger Group, is looking for a professional, customer-focused, and highly organized Customer Service & Reservations Executive to join our growing Holiday Homes team in Dubai.The ideal candidate will have experience in Holiday Homes, short-term rentals, hospitality, hotels, reservations, or customer service, with excellent communication skills and the ability to manage guest inquiries, bookings, and daily reservation operations efficiently.Key ResponsibilitiesHandle guest inquiries through phone, WhatsApp, email, and online booking platforms.Manage reservations from the initial inquiry through check-out.Respond promptly and professionally to guest messages, inquiries, and booking requests.Manage reservations across Airbnb, Booking.com, Expedia, and direct booking channels.Confirm booking details, payment status, guest requirements, and check-in instructions.Coordinate closely with housekeeping, maintenance, operations, and check-in teams.Assist guests before, during, and after their stay to ensure an excellent guest experience.Handle guest complaints professionally and ensure timely resolution.Follow up on housekeeping and maintenance requests until completion.Manage booking modifications, extensions, cancellations, and date changes.Monitor apartment availability and calendars to prevent overbooking.Support upselling opportunities, including stay extensions, early check-in, late check-out, and additional services.Follow up on security deposits, payments, and required guest documentation.Encourage satisfied guests to leave positive reviews and assist with professional review responses when required.Maintain accurate guest and reservation records.Prepare reservation, occupancy, and operational reports when required.Coordinate with the Revenue & Pricing team regarding rates, promotions, availability, and booking opportunities.Follow company SOPs and maintain high standards of customer service at all times.RequirementsPrevious experience in Holiday Homes, Short-Term Rentals, Hotels, Hospitality, Reservations, or Customer Service is preferred.Experience with Airbnb, Booking.com, Expedia, or other OTA platforms is highly preferred.Strong written and spoken English communication skills.Arabic language skills are an advantage.Excellent customer service, communication, and problem-solving skills.Ability to work under pressure and manage multiple guest requests simultaneously.Good computer skills and ability to work with reservation and Property Management Systems (PMS).Strong attention to detail and organizational skills.Professional attitude and appearance.Ability to work flexible shifts, weekends, and public holidays when required.Preferred ExperienceCandidates with previous experience using Hostaway or similar Property Management Systems (PMS) will be given preference.Key SkillsCustomer Service • Reservation Management • Guest Communication • OTA Management • Complaint Handling • Problem Solving • Hospitality Operations • Team Coordination • Time Management • Attention to DetailJoin Our TeamThis is an excellent opportunity to join Samaya Holiday Homes – Part of Tiger Group and become part of a professional and growing Holiday Homes operation in Dubai.Apply now by submitting your CV through LinkedIn.