Reservations & Guest Experience Specialist (Homestay)

212 Hospitality Sdn Bhd; Kuala Lumpur; On-site; MYR 33,000 - 58,000; Full time

Job summary

212 Hospitality Sdn Bhd, Kuala Lumpur, seeks a Booking & Reservations Coordinator to manage incoming bookings across Airbnb, Booking.com, Agoda, and direct inquiries. You will update the PMS calendar to prevent double bookings and issue confirmations and invoices.

You will handle guest inquiries, provide rate quotes, coordinate check-in instructions, manage payments, and contribute to occupancy reports and monthly performance summaries for management.

Responsibilities

• Booking management across channels (Airbnb, Booking.com, Agoda, direct inquiries) and updating the booking calendar/PMS to avoid double-bookings.
• Guest communication: responding to inquiries, quoting rates, answering pre-stay questions, sending check-in instructions, coordinating special requests.
• Channel management: syncing rates/availability/listings across OTAs and channel manager software; adjusting pricing seasonally/demand/promotions.
• Coordination with operations: liaising with housekeeping/cleaning teams and caretakers to align check-in/check-out; flag maintenance issues.
• Payment handling: collecting deposits/full payments, tracking balances, processing refunds or cancellations per policy.
• Record-keeping & reporting: maintaining booking records, occupancy & revenue reports; contributing to monthly performance summaries.
• Guest experience & complaint resolution: first point of contact for issues, escalating urgent problems and post-stay feedback.
• Admin support: assisting owner/agent coordination and supporting marketing efforts like updating listings.

Job description

212 Hospitality Sdn Bhd, Kuala Lumpur, seeks a Booking & Reservations Coordinator to manage incoming bookings across Airbnb, Booking.com, Agoda, and direct inquiries. You will update the PMS calendar to prevent double bookings and issue confirmations and invoices.

You will handle guest inquiries, provide rate quotes, coordinate check-in instructions, manage payments, and contribute to occupancy reports and monthly performance summaries for management.