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Front Desk Hotel / Airbnb

Front Desk Hotel / Airbnb

WIT Ventures Sdn BhdKuala Lumpur, Kuala Lumpur, Malaysia
1 day ago
Job description

Reservation Management

  • Handle Bookings : Manage all incoming booking inquiries across platforms such as Airbnb, Booking.com, Vrbo, and the company website.
  • Reservation Accuracy : Ensure 100% accurate data entry of reservations into the Property Management System (PMS) to prevent discrepancies.
  • Calendar Synchronization : Maintain synchronized availability calendars across all platforms to prevent overbooking.
  • Policy Adherence : Process 100% of cancellations, refunds, and booking changes in accordance with company policies.

Guest Communication

  • Primary Contact : Serve as the main point of contact for guests before, during, and after their stay.
  • Personalized Instructions : Provide detailed check-in / out instructions tailored to each property.
  • Complaint Resolution : Address 100% of guest concerns, complaints, and special requests efficiently and professionally.

    • Coordination with Operations Team

  • Operational Alignment : Ensure that all booking information is accurately entered into the PMS, allowing the operations team to access real-time schedules.
  • Special Requirements : Communicate any special guest requirements, such as early check-ins or late check-outs, directly to the operations team when necessary.
  • Urgent Requests : Coordinate promptly on urgent guest needs during their stay.

    • Sales and Revenue Management

  • Revenue Optimization : Monitor booking patterns and collaborate with the marketing team to introduce targeted promotions during low-demand periods.
  • Upselling Opportunities : Promote additional services such as shuttle services, breakfast packages, and extended stays.

    • Crisis Management

  • Alternative Arrangements : Arrange alternative accommodations for overbooked guests or cancellations due to property issues.
  • Emergency Protocols : Implement and adhere to clear communication and action plans during crises.
  • Guest Satisfaction : Ensure trust and satisfaction by handling emergencies empathetically.

    • Review Management and Analytics

  • Feedback Collection : Actively encourage guests to leave reviews post-stay.
  • Trend Analysis : Analyze guest reviews and booking patterns to identify areas for improvement and inform strategies.

    • Job Info & Requirements

  • Contract Type : Full-time
  • Job Type : Non-Executive
  • Experience Level : 1-3 years
  • Job Categories : Tourism / Hotels
  • Language Required : English, Bahasa Malaysia, Others
  • Nationality Preference : Malaysians Only
  • All Genders
  • Own Transport : None
  • Salary & Other Benefits : RM 2,200 to RM 2,800 per month

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