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Hotel Reception

Hotel Reception

WIT Venture Sdn BhdKuala Lumpur, Kuala Lumpur, Malaysia
1 hari lalu
Penerangan pekerjaan

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

  • 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.
  • Target : Maintain a guest satisfaction score of 90% or higher.
  • Measurement : Analyze monthly guest satisfaction surveys and resolution tracking reports.

    • 3. 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.
  • Target : Ensure 100% accurate and timely communication of special requirements to the operations team.
  • Measurement : Review weekly performance metrics related to operations coordination.

    • 4. 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.
  • Target : Increase upselling revenue and maintain at 20% of total booking.
  • Measurement : Evaluate quarterly revenue performance reports.

    • 5. 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.
  • Target : Resolve 100% of crises without penalties or reputational damage.
  • Measurement : Maintain crisis resolution logs and assess guest feedback.

    • 6. 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.
  • Target : Increase review submissions by 15% quarterly.
  • Measurement : Compile quarterly review analytics and trend reports.

    • 9AM-7PM, OFF 2 DAYS. Work in shift basis

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    Hotel • Kuala Lumpur, Kuala Lumpur, Malaysia