Job Description

 About the Role:

As a Front Desk Officer in a digital property management company specializing in digital property management, you will be responsible for reservation management to enhance guest experience, communicate and coordinate bookings. Your detailed responsibilities will include:

1. Reservation Management
   • Handle Bookings: Manage all incoming booking inquiries across platforms such as Airbnb, Booking.com, Vrbo, and the company website.
   • Reservation Accuracy: Ensure 100% accurate data entry of reservations into the Property Management System (PMS) to prevent discrepancies.
   • Calendar Synchronization: Maintain synchronized availability calendars across all platforms to prevent overbooking.
   • Policy Adherence: Process 100% of cancellations, refunds, and booking changes in accordance with company policies.
   
2. Guest Communication
   • Primary Contact: Serve as the main point of contact for guests before, during, and after their stay.
   • Personalized Instructions: Provide detailed check-in/out instructions tailored to each property.
   • Complaint Resolution: Address 100% of guest concerns, complaints, and special requests efficiently and professionally.
   
3. Coordination with Operations Team
   • Operational Alignment: Ensure that all booking information is accurately entered into the PMS, allowing the operations team to access real-time schedules.
   • Special Requirements: Communicate any special guest requirements, such as early check-ins or late check-outs, directly to the operations team when necessary.
   • Urgent Requests: Coordinate promptly on urgent guest needs during their stay.
   
4. Sales and Revenue Management
   • Revenue Optimization: Monitor booking patterns and collaborate with the marketing team to introduce targeted promotions during low-demand periods.
   • Upselling Opportunities: Promote additional services such as shuttle services, breakfast packages, and extended stays.
   
5. Crisis Management
   • Alternative Arrangements: Arrange alternative accommodations for overbooked guests or cancellations due to property issues.
   • Emergency Protocols: Implement and adhere to clear communication and action plans during crises.
   • Guest Satisfaction: Ensure trust and satisfaction by handling emergencies empathetically.
   
6. Review Management and Analytics
   • Feedback Collection: Actively encourage guests to leave reviews post-stay.
   • Trend Analysis: Analyze guest reviews and booking patterns to identify areas for improvement and inform strategies.
   
7. Reporting and Analytics
   • Comprehensive Reporting: Submit detailed monthly reports on occupancy, revenue, guest feedback, and team performance by the 5th of each month.
   • Data-Driven Decisions: Utilize analytics to recommend property and process enhancements.
   
8. Collaboration with Marketing Team
   • Feedback Integration: Provide guest insights to refine marketing strategies.
   • Promotional Campaigns: Support the implementation of campaigns targeting low-demand periods.
   

Benefits:
• Competitive salary and performance-based incentives & bonus.
• Language Allowance: RM400/month for candidates fluent in Chinese, English & Bahasa Malaysia.
• Opportunities for professional development and career advancement.
• Employee discounts on hotel/Airbnb stays.
• Health and wellness benefits.
• Friendly and collaborative work environment.
• Medical claim.
• Car subsidy.
• Parental allowance.
• Dental insurance.
• Professional development.
• Vision insurance.

Remarks:
• 5 days per week.
• From 9.00am to 9.00pm (2 hours break).
• Overtime pay will be included.
• Off days on weekdays.

Working Location:
• To be determined: City, Kuala Lumpur.

Job Type:
• Full-time.

Work Location:
• In person. 

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 great, but not essential.
• 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