WIT VENTURES SDN BHD Hiring! Full Time Front Desk Officer in WP Kuala Lumpur - Ricebowl

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, *************, 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. 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 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: Dental insurance Professional development Vision insurance Work Location: In person