Mandarin-Speaking Guest Services & Operations Specialist

Cobnb Sdn Bhd; Kuala Lumpur; On-site; MYR 45,000 - 76,000; Full time

Job summary

Cobnb Sdn Bhd in Kuala Lumpur is seeking a proactive Guest Support Specialist to handle inquiries via live chat, phone, email, and booking platforms. You will coordinate check-in/check-out, manage bookings, and support guests throughout their stay.

The role requires strong Chinese language skills for Mandarin-speaking clients and the ability to multitask in a fast-paced hotel environment, with knowledge of booking platforms and hotel systems considered a plus.

Qualifications

• Strong communication skills with Mandarin-speaking clients.
• Able to multitask and work in a fast-paced, guest-facing environment.
• Basic knowledge of booking platforms and hotel systems is a plus.

Responsibilities

• Handle guest inquiries via live chat, phone, email, and booking platforms.
• Provide timely assistance before, during, and after guest stays.
• Coordinate check-in, in-house, and check-out communications.
• Prepare and manage daily check-in and check-out arrangements.
• Send check-in information (CII), reminders, and follow up on guest arrivals.
• Monitor no-shows and perform basic night audit tasks when required.
• Review and update bookings in internal systems.
• Ensure booking details, payments, and guest information are accurate and up to date.
• Coordinate with housekeeping on unit readiness, damages, and reported issues.
• Create and follow up on PT / maintenance tickets.
• Communicate resolutions and charges to guests when applicable.
• Review shift handover notes and support different shifts (AM / Noon / PM).
• Identify recurring operational or guest issues and propose workflow improvements.
• Perform additional operational or customer support tasks as assigned by supervisors.

Skills

Mandarin Chinese

Multitasking

Customer service

Tools

Booking platforms

Hotel PMS

Job description

Cobnb Sdn Bhd in Kuala Lumpur is seeking a proactive Guest Support Specialist to handle inquiries via live chat, phone, email, and booking platforms. You will coordinate check-in/check-out, manage bookings, and support guests throughout their stay.

The role requires strong Chinese language skills for Mandarin-speaking clients and the ability to multitask in a fast-paced hotel environment, with knowledge of booking platforms and hotel systems considered a plus.