Job Description

Guest Communication & Support

• Handle guest inquiries via live chat, phone calls, email, and booking platforms.
• Provide timely assistance before, during, and after guest stays.
• Manage check-in, in-house, and check-out related communications.

Check-in & Check-out Coordination

• Prepare and manage daily check-in and check-out arrangements.
• Send check-in instructions (CII), reminders, and follow up on guest arrivals.
• Monitor no-shows and perform basic night audit tasks when required.

Booking & System Management

• Review and update bookings in internal systems.
• Ensure booking details, payments, and guest information are accurate and up to date.
• Monitor last-minute bookings and adjust operational plans accordingly.

Payment & Documentation Follow-up

• Track pending payments and refunds.
• Follow up with guests when necessary and maintain accurate internal records.

Operational Coordination

• 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.

Shift Handover & Daily Operations

• Maintain and update shift handover notes to ensure smooth continuity across shifts.
• Support rotating shifts (AM / Noon / PM) based on operational needs.

Quality Improvement

• Identify recurring operational or guest issues.
• Propose improvements to workflows, communication templates, and service processes.

Ad-hoc Support

• Perform additional operational or customer support tasks as assigned by supervisors.

Job Requirements

•  Fresh graduates are welcome to apply.
• Basic communication skills in English (additional languages are a plus).
• Willing to learn and able to handle multiple tasks.
• Responsible, detail-oriented, and customer-focused.
• Basic computer skills (e.g., email, spreadsheets, booking systems).

Skills