Manager - Sepang

Requirements
-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

Responsibilities

1. Property Management
-Maintenance and Repairs: Coordinating regular maintenance and addressing any repair needs promptly to keep the property in top condition.
-Cleaning: Scheduling and overseeing cleaning services between guest stays to ensure the property is always guest ready.
-Inventory Management: Ensuring the property is stocked with necessary supplies such as toiletries, kitchen essentials, and other amenities.

2. Guest Relations
-Communication: Managing all communications with guests, including responding to inquiries, providing check-in instructions, and addressing any issues during their stay.
-Check-In/Check-Out: Facilitating smooth check-ins and check-outs, sometimes involving key exchanges or digital lock setups.
-Hospitality Services: Enhancing guest experience by offering personalised services such as local recommendations or arranging additional services like airport transfers.

3. Marketing, Guest Satisfaction and Reviews
-Market Strategy, Engage Additional Service Providers & Encourage Return Guest: Utilising various marketing channels and promotions to increase property visibility and booking rates.
-Listing Creation and Optimization: Writing and updating property descriptions, taking professional photos, and setting competitive pricing strategies.
-Review Management: Monitoring and responding to guest reviews to maintain a high rating and positive reputation.

4. Financial Management, Technology and Systems Management
-Financial Reporting & Payment Processing: Keeping detailed records of income and expenses, preparing financial reports, and ensuring profitability. Handling guest payments, security deposits, and refunds.
-Reservation Systems & Automation Tools: Using property management software to manage bookings, availability, and guest communications. Implementing tools for automating tasks such as messaging, pricing adjustments, and review requests.

5. Compliance and Regulations
-Permits, Licences and Legal Requirements: Obtaining and maintaining necessary permits and licenses for operating a short-term rental. Ensuring the property complies with local laws and regulations, including zoning laws, health and safety standards, and tax obligations.

6. Human Resource and Standard Operating Procedures
-Staff Arrangement, Hiring and Training: Ensure there are sufficient building employees and labourers with the necessary skill, knowledge and ability to run the building accommodation as per required by the company.

7. Crisis Management
-Emergency Handling & Conflict Resolution: Being prepared to handle emergencies such as property damage, guest disputes, or urgent maintenance issues. Managing any conflicts or complaints from guests or neighbours effectively and professionally.

8. Leadership & Management Training
-Operational SOPs Guidebook: To guide and lead the team to follow all SOPs and Operational works and targets mentioned in the Operational SOPs guidebook.