Hotel Ambassador

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.

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

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

Benefits:
-Competitive salary and performance-based incentives & bonus
-Opportunities for professional development and career advancement.
-Employee discounts on hotel/Airbnb stays.
-Health and wellness benefits.
-Friendly and collaborative work environment.
-Confirm staff: Medical claim, car subsidy and parental allowance
-Dental insurance
-Professional development
-Vision insurance

-OT Paid / OT Bonus *(role-based)*
-Travel Bonus | Performance Incentives | Allowances
-Medical & Optical **up to RM1,000/year** + Dental **up to RM200/year** *(confirmed associates)*
-Parent/Guardian/Spouse Allowance *(Quarterly; KPI + tenure-based)*
-Housing Subsidy *(selected properties; tenure-based)*
-Car Subsidy *(eligibility appl