Job Description

1. Channel Operations & Inventory Management

• Channel Distribution: Execute end-to-end booking across premium distribution channels, including Airbnb, Booking.com, Vrbo, and direct brand websites.
• Inventory Control & Synchronicity: Maintain real-time availability matrixes across all active platforms to eliminate conflicting inventory and guarantee optimal booking accuracy.
• Policy Compliance: Oversee the strict execution of reservation modifications, cancellations, and financial reconciliations in alignment with corporate standard operating procedures.

2. Guest Experience & Relationship Management

• Guest Relations Lead: Serve as the primary brand ambassador and point of contact for guests throughout the entire pre-arrival, stay, and post-departure lifecycle.
• Bespoke Arrivals: Coordinate property-specific arrival and departure protocols to ensure a seamless, high-touch guest transition.
• Resolution Management: Autonomously resolve complex guest inquiries, special requests, and service challenges with a focus on immediate, professional mitigation.

3. Operational Logistics Coordination

• Cross-Functional Alignment: Translate live reservation workflows into actionable, real-time data for the operations and housekeeping teams to ensure property readiness.
• Specialized Service Logistics: Facilitate high-priority logistics, including custom early arrivals, late departures, and VIP guest accommodations.
• Urgent Intervention: Serve as the critical liaison for on-site, time-sensitive guest requirements during active stays.

4. Revenue Optimization & Portfolio Growth

• Yield Optimization: Analyze occupancy velocity and market trends, collaborating with marketing teams to implement tactical promotions during off-peak periods.
• Ancillary Revenue Generation: Actively promote value-added services, including private transport logistics, curated culinary packages, and extended-stay options to maximize revenue per available room (RevPAR).

5. Crisis & Incident Management

• Disruption Mitigation: Strategize and execute contingency accommodation plans in the event of unforeseen property challenges or booking anomalies.
• Emergency Protocol Execution: Command communications and implement strategic action plans during critical operational incidents.
• Brand Protection: Safeguard guest goodwill and brand reputation by managing crisis situations with extreme empathy and professionalism.

6. Reputation Management & Performance Analytics

• Review Strategy: Drive post-stay engagement initiatives to optimize guest review volumes and brand ratings across listing platforms.
• Trend & Performance Reporting: Evaluate guest feedback loops and historical booking patterns to isolate structural improvements and guide business strategy.
• Data-Driven Insights: Compile and deliver comprehensive monthly performance audits detailing occupancy trends, revenue metrics, and operational efficiency by the 5th of each month.
• Strategic Alignment: Partner with the marketing department to leverage guest insights for refined campaign targeting and joint promotional initiatives.

Job Requirements

 Qualifications:

• Communication skills - guests will need to come to you with concerns as well as compliments, so you’ll be easy to talk to
• Your problem-solving skills will turn issues into opportunities so every guest leaves with great memories
• Fluency in the local language - extra language skills would be plus point for you
• Literate and tech-savvy - you’ll need a good grasp of reading, writing, basic math, and computers
• Flexibility - night, weekend, and holiday shifts are all part of the job
• Experience - ideally you’ll have spent at least one year in a front desk or guest service position
• True Attitude: being caring, wanting to make a positive difference, and building genuine connections with guests
• True Confidence: having the knowledge and skills to perform your role, and giving guests the confidence that they can trust you, to help and support them during their stay
• True Listening: focusing on what your guest is saying, picking up on body language that is often overlooked, and understanding what the guest wants and needs
• True Responsiveness: is about providing guests with what they need, and doing so in a timely and caring manner

Skills