Hotel Receptionist

WIT Venture Sdn Bhd; Kuala Lumpur; On-site; MYR 28,000 - 45,000; Full time

Benefits offered by this job

Competitive salary and incentives

Language allowance RM400/month

Professional development opportunities

Employee discounts on stays

Job summary

WIT Venture Sdn Bhd is seeking a Front Desk Officer to manage reservations across platforms and ensure flawless guest experiences. You will serve as the main guest contact, provide tailored check-in/out instructions, and coordinate with the operations team to keep schedules accurate and up-to-date.

The role requires strong communication, a customer-first attitude, and flexibility to work nights, weekends, and holidays.

Qualifications

• Experience in front desk or guest service is preferred.
• Fluency in local language; Mandarin a plus.
• Strong communication and problem-solving skills.

Responsibilities

• Manage bookings and inquiries across platforms (Airbnb, Booking.com, Vrbo, company site).
• Ensure accurate data entry into the PMS and calendar synchronization.
• Serve as the primary guest contact before, during, and after stay; provide detailed check-in/out instructions; address concerns.

Skills

Communication

Problem-solving

Local language fluency

Tech-savvy

Flexible shifts

Front desk experience

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.

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.
• "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.