全职 Operations Coordinator 工作, 薪水 up to MYR 3,500, Beestay Property Management Selangor 公司招聘中 - Ricebowl

• Strong organisational, coordination, and problem-solving skills.

• Able to multitask and manage multiple issues across different locations.

• Good communication skills when dealing with guests, cleaners, vendors, and building management.

• Comfortable using AI tools, online platforms, spreadsheets, and Google Workspace.

• Able to work independently, prioritise urgent issues, and follow up until completion.

• Experience in hospitality, property management, housekeeping coordination, or customer service is an advantage.

1. AI Customer Service Monitoring

• Monitor AI automation systems to ensure guest enquiries are handled accurately and appropriately.

• Review AI-generated responses and intervene when inaccurate information, complicated enquiries, or unusual guest situations arise.

• Handle escalated guest complaints and cases that require human judgement or further investigation.

• Coordinate with relevant departments to resolve guest issues that cannot be handled by the AI system.

• Identify recurring AI response errors and report them for improvement.
  
  2. Housekeeping and Cleaning Coordination

• Arrange and coordinate cleaning services for homestay units after every guest check-out.

• Ensure cleaning schedules are communicated to the respective cleaners and completed before the next guest check-in.

• Follow up with cleaners regarding cleaning status, delays, and any issues identified during cleaning.

• Coordinate additional cleaning or linen arrangements when necessary.

• Ensure units are ready for the next guest check-in and escalate any delays that may affect guest arrivals.
  
  3. Maintenance Coordination

• Coordinate maintenance, repairs, and troubleshooting for more than 200 homestay units across Johor, Melaka, Negeri Sembilan, Kuala Lumpur, Selangor, Perak, Pahang, and Sarawak.

• Liaise with maintenance vendors, technicians, cleaners, and building management to resolve operational issues.

• Follow up on pending maintenance requests and ensure issues are resolved within the required timeframe.

• Obtain quotations and seek management approval for repair costs where necessary.

• Maintain accurate records of maintenance requests, expenses, and completion status.
  
  4. Guest Review Management

• Monitor guest reviews across Google Reviews and OTA platforms, including Airbnb, Agoda, *************, and etc.

• Respond to guest feedback professionally and address negative reviews or complaints appropriately.

• Investigate recurring complaints and coordinate corrective actions with the relevant departments.

• Implement initiatives to improve guest satisfaction, online ratings, and the overall reputation of the homestay units.

• Prepare regular reports on review performance, guest feedback, and areas requiring improvement.
  
  5. Customer Service Backup Support

• Provide backup support for Customer Service operations when existing CS staff are on leave or unavailable.

• Monitor and manage outstanding guest-related issues to ensure continuity of operations.

• Assist with urgent guest matters and coordinate with the relevant teams when human intervention is required.

• Ensure all unresolved cases are properly followed up and handed over when necessary.
  
  6. General Operations Support

• Monitor daily operational issues across all assigned homestay units and ensure timely follow-up.

• Maintain accurate records and update operational trackers, reports, and relevant systems.

• Identify recurring operational problems and recommend improvements to workflows and AI automation processes.

• Perform other operational and administrative duties as assigned by management.

• Competitive salary based on experience
• Performance-based incentives
• Career development opportunities
• Opportunity to lead and grow a nationwide property management portfolio
• Dynamic and fast-growing working environment