Hotel Ambassador

WIT Venture Sdn Bhd; Kuala Lumpur; On-site; MYR 36,000 - 54,000; Full time

Benefits offered by this job

Competitive salary

Language allowance RM400/month

Professional development

Employee discounts

Health benefits

Dental insurance

Vision insurance

Car subsidy

Parental allowance

Overtime pay

Job summary

WIT Venture Sdn Bhd in Kuala Lumpur is seeking a Front Desk Officer to manage reservations, greet guests, and coordinate with the operations team to ensure smooth stays.

You will handle inquiries across Airbnb, Booking.com, Vrbo, and the company site, enter data into the PMS, and provide precise check-in/out instructions. The role offers growth, health benefits, and a collaborative guest-focused environment.

Qualifications

• Excellent guest service and communication skills.
• Ability to resolve issues calmly and effectively.
• Fluent in local language; additional languages a plus.
• Comfort with basic computer tasks and data entry.
• Able to multitask in a fast-paced environment.
• Experience in front desk or guest services preferred.
• Positive attitude and willingness to learn.
• Strong listening and responsiveness.
• Team player with flexible schedule.
• Attention to detail and guest privacy awareness.

Responsibilities

• Handle bookings across Airbnb, Booking.com, Vrbo, and the company site.
• Ensure accurate data entry of reservations into the PMS.
• Maintain synchronized calendars across platforms to prevent overbooking.
• Process cancellations, refunds, and changes per policy.
• Serve as main guest contact before, during and after stay.
• Provide detailed check-in/out instructions per property.
• Coordinate with operations for special requests and urgent needs.
• Monitor booking patterns to support revenue initiatives.
• Encourage guest reviews and analyze feedback for improvements.
• Submit monthly occupancy and revenue data for reporting.

Skills

Guest service

Communication

Conflict resolution

Problem solving

Multitasking

Tech-savvy

Tools

PMS software

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:

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.

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.

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.
• 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.

"We are looking for Mandarin-speaking candidates who will be serving Mandarin-speaking customers."

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.

Commercial & Industrial Property Management 11-50 employees

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.