Assistant Manager, Homestay Customer Service

Feel Home Malaysia Sdn Bhd; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Benefits offered by this job

EPF, SOSCO, PCB

All KL public holidays off

Medical claim rm600/year

Daily company lunch box

Job summary

Feel Home Malaysia Sdn Bhd is seeking an Assistant Manager to lead our Homestay Customer Service team, prepare duty rosters, and resolve day-to-day staff and operational issues. You will be the team’s first point of contact for guidance, difficult guest cases, and shift coverage.

You will directly handle guest enquiries and complaints during peak periods and escalations. The ideal candidate has a minimum SPM, with experience in customer service or hospitality and some supervisory exposure.

Qualifications

• Minimum SPM qualification. Diploma and degree holders are welcome to apply.
• Experience in customer service or hospitality is preferred.
• Experience supervising a team, preparing duty rosters or training junior staff is an advantage.
• Able to delegate clearly, give constructive feedback and handle team issues fairly and professionally.

Responsibilities

• Lead the Customer Service Team and develop workflows, checklists and training.
• Prepare and communicate duty rosters with adequate weekend/holiday coverage.
• Oversee guest service, handle escalations and coordinate with housekeeping/maintenance.

Skills

Communication

Team leadership

English proficiency

Mandarin

Bahasa Malaysia

Education

SPM

Diploma

Bachelor’s degree

Job description

Assistant Manager, Homestay Customer Service

We are looking for an Assistant Manager to lead our Homestay Customer Service team, prepare duty rosters and resolve day-to-day staff and operational issues. You will be the team’s first point of contact when they need guidance, help with a difficult guest case or support with shift coverage.

You will also handle guest enquiries and complaints directly during busy periods, staff shortages or escalations.

Key Responsibilities

1. Manage and Develop the Customer Service Team

- Supervise the team’s daily work, assign clear responsibilities and check that priority tasks are completed on time.

- Coach junior staff on guest communication, booking procedures, complaint handling and Customer Service SOPs.

- Monitor response times, service quality and shift handovers. Give timely feedback and follow up on agreed improvements.

- Address day-to-day staff issues, including attendance, workload, performance and disagreements. Escalate matters that require management involvement.

- Identify recurring mistakes and improve workflows, checklists and training to prevent them.

2. Prepare Duty Rosters and Manage Shift Coverage

- Prepare and communicate duty rosters in advance, with adequate coverage for weekends, public holidays and peak check-in and check-out periods.

- Coordinate shift swaps, leave and last-minute absences. Reassign duties when staffing or workload changes.

- Confirm who covers each booking channel, guest follow-up and urgent case during every shift.

3. Oversee Guest Service and Handle Escalations

- Monitor daily check-ins, check-outs, pending requests and complaints. Make sure each urgent case has a clear owner and next action.

- Help staff resolve difficult guest situations, make decisions within company guidelines and follow up until the issue is closed.

- Step in to handle guest enquiries, bookings, cancellations and complaints through Airbnb, Booking.com, Agoda, WhatsApp and other channels when needed.

- Coordinate with Housekeeping and Maintenance on guest-related issues and confirm that agreed actions are completed.

- Keep management updated on serious incidents, recurring guest complaints and staffing concerns.

Job Requirements

- Minimum SPM qualification. Diploma and degree holders are welcome to apply.

- Experience in customer service or hospitality is preferred. Experience supervising a team, preparing duty rosters or training junior staff is an advantage.

- Able to delegate clearly, give constructive feedback and handle team issues fairly and professionally.

- Able to make practical decisions independently, stay calm under pressure and follow through on commitments.

- Good communication skills in English, Mandarin and Bahasa Malaysia are preferred. Mandarin is helpful when assisting guests from China.

- Comfortable using computers and learning booking and guest messaging systems.

- Willing to work weekends and public holidays according to the duty roster.

- 9:00 AM to 6:00 PM, subject to the duty roster.

- Off days are scheduled on weekdays.

- Weekend and public holiday work is rostered based on operational needs.

Our Ideal Candidate

We are looking for someone who:

• Leads by example: Willing to handle guest enquiries and complaints personally, not just delegate tasks.
• Takes initiative: Identifies problems and acts without always waiting for instructions.
• Solves problems: Able to assess situations, make decisions and provide practical solutions.
• Takes ownership: Follows through on tasks and guest issues until completion.
• Supports the team: Patiently guides junior employees while maintaining individual productivity.
• Improves operations: Continuously looks for ways to reduce mistakes and improve service efficiency.

At Feel Home Malaysia, we value individuals who can both deliver excellent customer service and help their team grow.

What we offer

At Feel Home Malaysia Sdn Bhd', we are committed to providing a supportive and rewarding work environment for our employees. Some of the key benefits include:

EPF,SOSCO, and PCB

All KL public holidays are off. If work is required on a public holiday, a replacement off day will be given.

Medical claim rm600/year

Daily company lunch box

Additional Application Information

Your application will include the following questions:

• Which of the following statements best describes your right to work in Malaysia?
• What's your expected monthly basic salary?
• Which of the following types of qualifications do you have?
• Do you have recovery / retention experience?