Guest Ambassador

WIT Venture Sdn Bhd; Kuala Lumpur; On-site; MYR 36,000 - 60,000; Full time

Benefits offered by this job

Health and wellness benefits

Employee discounts

Medical claim

Car subsidy

Parental allowance

Dental insurance

Vision insurance

Professional development

Job summary

WIT Venture Sdn Bhd in Kuala Lumpur is seeking a Front Desk Officer to manage guest reservations, communicate bookings, and coordinate with operations to ensure smooth stays.

You will handle inquiries across platforms, maintain accurate data in the PMS, provide clear check-in/out instructions, resolve concerns, and support revenue initiatives through upselling and promotions. This is a full-time, in-person role with opportunities for growth.

Qualifications

• Clear communication with guests and team members.
• Ability to resolve guest concerns professionally.
• Ability to use basic tech tools and PMS.

Responsibilities

• Handle bookings from Airbnb, Booking.com, Vrbo and company site.
• Enter reservations accurately into PMS and sync calendars.
• Provide check-in/out instructions and assist guests during stay.
• Coordinate with operations for special requests and urgent needs.
• Support revenue initiatives through promotions and upselling.

Skills

Communication

Problem solving

Local language fluency

Tech savvy

Flexibility

Front desk

Customer care

Active listening

Responsiveness

Job description

About the Role

As a Front Desk Officer in a digital property management company specializing in digital property management, you will be responsible for reservation management to enhance guest experience, communicate and coordinate bookings. Your detailed responsibilities will include:

1. 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.

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.

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.

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.

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.

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.

7. Reporting and Analytics

• • Comprehensive Reporting: Submit detailed monthly reports on occupancy, revenue, guest feedback, and team performance by the 5th of each month.
• • Data-Driven Decisions: Utilize analytics to recommend property and process enhancements.

8. Collaboration with Marketing Team

• • Feedback Integration: Provide guest insights to refine marketing strategies.
• • Promotional Campaigns: Support the implementation of campaigns targeting low-demand periods.

Benefits

• • Competitive salary and performance-based incentives & bonus.
• • Language Allowance: RM400/month for candidates fluent in Mandarin, English & Bahasa Malaysia."We are looking for Mandarin-speaking candidates who will be serving Mandarin-speaking customers."
• • Opportunities for professional development and career advancement.
• • Employee discounts on hotel/Airbnb stays.
• • Health and wellness benefits.
• • Friendly and collaborative work environment.
• • Medical claim.
• • Car subsidy.
• • Parental allowance.
• • Dental insurance.
• • Professional development.
• • Vision insurance.

Qualifications

• • Communication skills - guests will need to come to you with concerns as well as compliments, so you’ll be easy to talk to.
• • Your problem-solving skills will turn issues into opportunities so every guest leaves with great memories.
• • Fluency in the local language - extra language skills would be great, but not essential.
• • Literate and tech-savvy - you’ll need a good grasp of reading, writing, basic math, and computers.
• • Flexibility - night, weekend, and holiday shifts are all part of the job.
• • Experience - ideally you’ll have spent at least one year in a front desk or guest service position.
• • True Attitude: being caring, wanting to make a positive difference, and building genuine connections with guests.
• • True Confidence: having the knowledge and skills to perform your role, and giving guests the confidence that they can trust you, to help and support them during their stay.
• • True Listening: focusing on what your guest is saying, picking up on body language that is often overlooked, and understanding what the guest wants and needs.
• • True Responsiveness: is about providing guests with what they need, and doing so in a timely and caring manner.

Remarks

• • 5 days per week.
• • From 9.00am to 9.00pm (2 hours break).
• • Overtime pay will be included.
• • Off days on weekdays.

Working Location

• • To be determined: City, Kuala Lumpur.

Job Type

• • Full-time.

Work Location

• • In person.

We strive for continuous improvement to foster long-term careers and supporting our people in achieving their professional goals.

Over the years, the Company has successfully delivered a diverse portfolio of prestigious projects, encompassing luxury hotels, high-end residential developments, corporate offices for multinational organizations, as well as facilities for government ministries, universities and hospitals. Our strong focus on understanding client requirements and our commitment to delivering excellence have fostered long-term client relationships and a high level of repeat business.

We strive for continuous improvement to foster long-term careers and supporting our people in achieving their professional goals.

Over the years, the Company has successfully delivered a diverse portfolio of prestigious projects, encompassing luxury hotels, high-end residential developments, corporate offices for multinational organizations, as well as facilities for government ministries, universities and hospitals. Our strong focus on understanding client requirements and our commitment to delivering excellence have fostered long-term client relationships and a high level of repeat business.