Guest Experience & Operation Executive

Berjaya Land Berhad; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading hospitality management company in Kuala Lumpur seeks an individual to manage PMS and OTA operations, ensuring accurate inventory and guest satisfaction. You will handle daily operations, coordinate with guests, and prepare insights for management. The ideal candidate has experience in reservations or hospitality support, demonstrating excellent troubleshooting and customer service skills. This position offers an opportunity to be part of a dynamic team working in a fast-growing industry.

Qualifications

• Experience in reservations, OTA operations, distribution management or hospitality support roles.
• Strong ability to troubleshoot platform connectivity, rate mapping, and system configuration issues.
• Proactive, solution-driven, and confident in high-pressure situations.

Responsibilities

• Manage daily operations in PMS and channel manager.
• Maintain accurate OTA listings and resolve technical issues.
• Act as key contact for guest-related inquiries.
• Monitor daily booking performance and manage discrepancies.
• Prepare reports on occupancy, booking trends, and operational issues.

Skills

Experience in reservations, OTA operations

Strong understanding of PMS and channel manager platforms

Excellent communication and customer service skills

Analytical and detail-oriented

Proactive and solution-driven

Job description

Join us at KAITE Property Management, a wholly owned subsidiary of Berjaya, and one of Kuala Lumpur’s fastest-growing hospitality companies. We specialize in managing premium short-stay homes in the heart of the city, delivering exceptional comfort, seamless stays, and memorable guest experiences.

Key Responsibilities:

• 1. PMS & Channel Manager Operations
  Manage daily operations in the PMS and channel manager to ensure room inventory, rates, and availability are accurately reflected across all online platforms.
  Identify and troubleshoot system errors such as rate mismatches, syncing delays, mapping issues, and connection drops between PMS, channel manager, and OTAs.
  Conduct routine checks on rate plans, room types, system configurations, and booking flows to prevent disruptions and enhance platform reliability.
  Liaise with PMS and channel manager vendors to resolve technical issues, implement system updates, and enhance system functionality.
• 2. OTA Management & Platform Optimization
  Maintain consistent, accurate, and high-quality OTA listings, including content, policies, room descriptions, and promotional details.
  Resolve OTA-related technical issues such as incorrect charges, mapping errors, restriction conflicts, and failed schedules.
  Coordinate with OTA market managers to improve visibility, participate in promotional campaigns, elevate system concerns, and ensure optimal platform health.
  Conduct regular OTA audits to ensure consistency in pricing, availability, restrictions, and booking conditions across all channels.
• 3. Guest Experience & Customer Support
  Review all incoming reservations to ensure accuracy in guest details, stay requirements, special requests, and pricing.
  Act as a key point of contact for guest-related inquiries, assisting with booking clarifications, amendments, technical booking issues, and post-booking support.
  Collaborate closely with the concierge and operations team by providing timely updates on arrivals, guest preferences, and important booking notes to ensure smooth and personalized guest experiences.
  Provide after-hours support for urgent reservation matters including last-minute booking issues, technical disruptions, and guest concerns requiring immediate attention.
• 4. Reservations Coordination
  Monitor daily pick-up and booking performance to identify potential overbooking risks or reservation discrepancies.
  Assist in handling booking modifications, cancellations, and overbooking cases in coordination with internal teams and external partners.
  Ensure all booking policies, stay rules, and pricing conditions are accurately applied and communicated across platforms.
• 5. Reporting & Insights
  Prepare daily reports covering key metrics such as occupancy, booking trends, channel contributions, and pick-up patterns.
  Highlight operational issues, booking inconsistencies, and guest experience trends that may impact performance.
  Provide insights and recommendations to management to improve OTA performance, system efficiency, and overall guest satisfaction.

Requirements:

• Experience in reservations, OTA operations, distribution management, or hospitality support roles.
• Strong understanding of PMS, channel manager platforms, and OTA systems.
• Hands‑on ability to troubleshoot platform connectivity, rate mapping, and system configuration issues.
• Excellent communication and customer service skills, especially in managing guest inquiries and coordinating with internal teams.
• Analytical and detail‑oriented with a strong ability to manage data, reports, and system dashboards.
• Proactive, solution‑driven, and confident in handling high‑pressure situations, including after‑hours support.

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