Front Officer/ Guest Relations Officer

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.

Target: Achieve zero overbookings and maintain 100% accuracy in PMS entries.

Measurement: Conduct monthly audits of reservation logs and overbooking incidents.

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.

Target: Maintain a guest satisfaction score of 90% or higher.

Measurement: Analyze monthly guest satisfaction surveys and resolution tracking reports.

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.

Target: Ensure 100% accurate and timely communication of special requirements to the operations team.

Measurement: Review weekly performance metrics related to operations coordination.

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.

Target: Increase upselling revenue and maintain at 20% of total booking.

Measurement: Evaluate quarterly revenue performance reports.

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.

Target: Resolve 100% of crises without penalties or reputational damage.

Measurement: Maintain crisis resolution logs and assess guest feedback.

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.

Target: Increase review submissions by 15% quarterly.

Measurement: Compile quarterly review analytics and trend reports.

OPEN WORK LOCATION AT: Quill Residence Kuala Lumpur, Chamber Residence Kuala Lumpur, The Manor @Persiaran Stonor Kuala Lumpur, Viia Residences @ KL Eco City

WORKING HOURS: Morning and Night Shift