Customer Service Executive - Mandarin Speaker

Key Responsibilities
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 information (CII), reminders, and follow up on guest arrivals.
-Monitor no-shows and conduct 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 update 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
-Review and update shift handover notes to ensure continuity across shifts.
-Support different 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.

Requirements
-Strong communication skills (We are seeking candidates proficient in Chinese to effectively communicate with Mandarin-speaking clients)
-Comfortable working in shifts, including weekends or public holidays.
-Able to multitask and work in a fast-paced, guest-facing environment.
-Basic knowledge of booking platforms and hotel systems is a plus.