Officer - Customer Service

GAMUDA; Petaling Jaya; On-site; MYR 28,000 - 36,000; Full time

Job summary

A leading hospitality company in Selangor is seeking a Guest Relations Executive to deliver exceptional Airbnb guest support from booking to checkout. Responsibilities include managing guest bookings, providing pre-arrival communication, handling inquiries during stays, and coordinating with housekeeping. The ideal candidate will have a diploma in hospitality or customer service and 1-2 years of related experience. Fluency in English and Malay is required, with additional languages a plus. This role involves shift work, including weekends and public holidays.

Qualifications

• 1-2 years of experience in guest relations or customer support, preferably in hospitality.

Responsibilities

• Manage guest bookings, inquiries, and check-in/check-out processes.
• Provide pre-arrival communication to guests.
• Handle guest inquiries during their stay.
• Assist in implementing house rules and guidelines.
• Maintain accurate records of guest communications.
• Coordinate with housekeeping and maintenance teams.
• Provide feedback on guest satisfaction to Operations Manager.
• Work on a shift basis covering weekends and holidays.

Skills

Excellent communication skills

Ability to multitask

Proficiency in booking platforms

Fluency in English

Fluency in Malay

Additional languages (Mandarin, Cantonese)

Education

SPM / Diploma in hospitality or customer service

Job description

Job Summary

Deliver exceptional Airbnb guest support from booking to checkout, ensuring smooth communication and a memorable stay. Coordinate with teams to maintain service quality, resolve issues, and enhance guest satisfaction

Key Responsibilities

• Manage guest bookings, inquiries, and check-in/check-out processes.
• Provide pre-arrival communication, ensuring guests are well-informed about their stay.
• Handle guest inquiries during their stay, offering on-demand support as needed.
• Assist in the implementation of house rules and guidelines for guest interactions.
• Maintain accurate records of guest communications and feedback for service improvement.
• Coordinate with housekeeping and maintenance teams for efficient unit turnover.
• Provide feedback to the Operations Manager on guest satisfaction and operational challenges.
• Work on a shift basis, with the commitment to cover weekends and public holidays to ensure seamless guest support.
• Undertake additional tasks and responsibilities as assigned by superiors to support guest services and business operations.

Qualifications

SPM / Diploma in hospitality, customer service, or a related field.

Skills & Abilities

• Excellent communication and interpersonal skills.
• Ability to multitask and work under pressure in a fast-paced environment.
• Proficiency in using booking platforms and basic office software.
• Willingness to work on weekends and during irregular hours as needed.
• Fluency in English & Malay is mandatory; additional languages like Mandarin, Cantonese, or other regional languages are a plus to cater to diverse guests.

Expected Minimum Years of Experience

1-2 years of experience in guest relations or customer support, preferably in the hospitality industry.