Job Description

Roles & Responsibilities

We are seeking a proactive and customer-focused Guest Relations Agent to join our team specializing in short-term rental hospitality operations. The ideal candidate will be responsible for managing all guest-facing communication throughout the guest journey, ensuring fast, professional, and personalized service while representing the brand with warmth and hospitality. In this role, you will handle guest inquiries, support booking conversions, coordinate with internal teams, resolve guest concerns, and contribute to revenue growth through upselling opportunities. You will play a key role in delivering a seamless guest experience from inquiry to post-checkout.

Key Responsibilities:

• Manage all guest communication across multiple channels, ensuring timely, professional, and brand-aligned responses.
• Handle guest inquiries, guide guests through the booking process, address concerns, and follow up to maximize booking conversions.
• Identify and act on upselling opportunities before and during guest stays to support revenue growth.
• Accurately document guest interactions, requests, and upselling activities in internal systems.
• Coordinate reservation details with Operations to ensure smooth check-ins and properly prepared units.
• Act as the main point of contact for guest issues and coordinate with internal teams to ensure timely resolution and guest satisfaction.
• Support direct bookings by coordinating reservation details, confirming payment status, and updating internal systems.
• Manage post-checkout communication, including guest reviews, platform feedback, and damage reporting when applicable.
• Ensure compliance with company policies and escalate sensitive or complex cases when needed.
• Prepare structured handovers between shifts to ensure operational continuity.

Working Conditions:

• Rotational shifts: Morning (9 hours) / Night (8 hours), rotation every 3 4 weeks.
• One rotational day off per week based on operational needs.
• No on-call duties outside working hours.
• Opportunity to grow within a fast-paced hospitality environment.
• Exposure to short-term rental operations, guest experience, and revenue management.
• Supportive team environment with professional development opportunities.

Desired Candidate Profile

Requirements:

• 1 3 years of experience in a Short-Term Rental (STR) company or hotel environment is required.
• Previous experience in guest relations, reservations, front office, customer service, or hospitality operations.
• Experience in sales or upselling is an advantage.
• Strong written and verbal communication skills in Arabic and English (minimum B2 level English ).
• Familiarity with CRM systems, WhatsApp Business, and booking platforms.
• Experience with Airbnb, Booking.com, or other OTAs is a plus.
• Strong communication, multitasking, and problem-solving skills.
• Calm under pressure with a strong customer-first mindset.
• Ability to manage multiple conversations and priorities efficiently.
• Hospitality or Tourism background is preferred.