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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
Education
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
- 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.
SPM / Diploma in hospitality, customer service, or a related field.
- 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.
1-2 years of experience in guest relations or customer support, preferably in the hospitality industry.
* The salary benchmark is based on the target salaries of market leaders in their relevant sectors. It is intended to serve as a guide to help Premium Members assess open positions and to help in salary negotiations. The salary benchmark is not provided directly by the company, which could be significantly higher or lower.