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Hotel Reception
WIT Venture Sdn BhdKuala Lumpur, Kuala Lumpur, Malaysia18 hours ago
Job descriptionPrimary 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. Target : Maintain a guest satisfaction score of 90% or higher. Measurement : Analyze monthly guest satisfaction surveys and resolution tracking reports. 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. Target : Ensure 100% accurate and timely communication of special requirements to the operations team. Measurement : Review weekly performance metrics related to operations coordination. 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. Target : Increase upselling revenue and maintain at 20% of total booking. Measurement : Evaluate quarterly revenue performance reports. 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. Target : Resolve 100% of crises without penalties or reputational damage. Measurement : Maintain crisis resolution logs and assess guest feedback. 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. Target : Increase review submissions by 15% quarterly. Measurement : Compile quarterly review analytics and trend reports.
1. Reservation Management
- Handle Bookings : Manage all incoming booking inquiries across platforms such as Airbnb, , 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.
- Target : Achieve zero overbookings and maintain 100% accuracy in PMS entries.
- Measurement : Conduct monthly audits of reservation logs and overbooking incidents.
2. Guest Communication
3. Coordination with Operations Team
4. Sales and Revenue Management
5. Crisis Management
6. Review Management and Analytics
9AM-7PM, OFF 2 DAYS. Work in shift basis
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Hotel • Kuala Lumpur, Kuala Lumpur, Malaysia
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