Reservation / Customer Service Executive (night shift)

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.


Working Hours:
Night Shift: 9.00pm to 9.00am (2 hours break)

Benefits & Perks:
• OT Paid / OT Bonus
• Travel Bonus | Performance Incentives | Allowances
• Medical & Optical up to RM1,000/year + Dental up to RM200/year
• Parent/Guardian/Spouse Allowance
• Housing Subsidy
• Car Subsidy
• Premium facilities access
*An additional language allowance of RM400 will be provided to candidates fluent in Mandarin, English, and Malay.