Guests contact our Abu Dhabi vacation rentals throughout the day, and I need every inquiry handled fast, every booking processed correctly, and every change updated in Hostaway without delay. We operate across key locations including Yas Island, Saadiyat, Reem, and Al Raha, so accuracy and speed are critical. This role focuses on two core areas: • Guest relations & customer service – clear, friendly, professional English communication via phone, email, and live chat, following our established tone of voice. Calls come through our cloud PBX, messages are handled in Help Scout, and live chat is managed via Intercom. You will be dealing with tourists, corporate guests, and families, so professionalism and patience are non-negotiable. • Bookings & reservations management – creating, modifying, and cancelling reservations directly in Hostaway, then double-checking that all dates, rates, and guest details are perfectly synced across our website and OTA channels (Airbnb, Booking.com, etc.). Typical workflow example: A guest requests an early check-in for a Saadiyat unit → you contact housekeeping to confirm readiness → update the reservation in Hostaway → send written confirmation to the guest → note the change in the daily handover sheet for operations and housekeeping teams. You will also regularly: • Coordinate with housekeeping and maintenance teams across Abu Dhabi • Answer guest questions about parking, access, beach facilities, building rules, and local amenities • Handle last-minute changes, extensions, and relocations calmly and accurately • Ensure all guest communication aligns with DCT and building regulations Acceptance Criteria – 100% of guest inquiries acknowledged within 10 minutes during assigned shift hours – Zero date or rate discrepancies between Hostaway and connected channels in weekly audits – Daily end-of-shift report summarising resolved issues, open items, guest concerns, and any system or operational problems Access to Hostaway, Help Scout, Intercom, and the PBX will be provided. Full training, SOPs, and handover processes are already in place. I am looking for a reliable, detail-oriented, proactive guest relations professional who can step in, take ownership, and maintain a high standard of service for our Abu Dhabi portfolio.