Officer Customer Service

Gamuda Group; Selangor; On-site; MYR 20,000 - 100,000; Full time

Job summary

A leading property development company in Malaysia seeks a guest support professional to deliver exceptional Airbnb support from booking to checkout. Responsibilities include managing bookings, addressing guest inquiries, and coordinating with teams to ensure satisfactory stays. Candidates should possess an SPM or Diploma in hospitality or customer service, with 1-2 years of relevant experience. Fluency in English and Malay is mandatory, with additional languages being a plus.

Qualifications

• SPM or Diploma in hospitality, customer service, or a related field.
• 1-2 years of experience in guest relations or customer support in hospitality.

Responsibilities

• Manage guest bookings and inquiries.
• Provide pre-arrival communication for guests.
• Handle guest inquiries during their stay.
• Assist in implementing house rules.
• Maintain records of guest communications.
• Coordinate with housekeeping for unit turnover.
• Provide feedback on guest satisfaction.
• Work shifts, including weekends and holidays.
• Undertake additional tasks as assigned.

Skills

Communication skills

Interpersonal skills

Multitasking

Pressure management

Booking platform proficiency

Fluency in English

Fluency in Malay

Additional languages (e.g., Mandarin, Cantonese)

Education

SPM / Diploma in hospitality or customer service

Tools

Booking platforms

Basic office software

Job description

Company description

Gamuda Land, the property arm of Gamuda Berhad - the monumental nation builder with a spectrum of experience and expertise in engineering, construction and infrastructure concessions.

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.