Front Desk Hotel/ Airbnb

WIT Ventures Sdn Bhd; Kuala Lumpur; On-site; MYR 20,000 - 100,000; Full time

Job summary

A hospitality company in Kuala Lumpur is seeking a Reservation Manager to oversee guest bookings and communications while ensuring accurate data entry and guest satisfaction. The ideal candidate will have good customer service skills and experience in the tourism sector. This full-time position offers a salary between RM 2,200 and RM 2,800 per month.

Qualifications

• Experience in managing bookings and guest communications.
• Ability to handle guest complaints professionally.
• Familiarity with Property Management Systems (PMS) is a plus.

Responsibilities

• Manage all incoming booking inquiries across various platforms.
• Serve as the main point of contact for guests.
• Monitor booking patterns and collaborate on revenue optimization.

Skills

Customer service skills

Communication skills

Data entry accuracy

Problem-solving skills

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