Customer Service (Reservation Team)

What we need from you

• 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 maths, and computers
• Flexibility - night, weekend, and holiday shifts are all part of the job
• You’ll have a high school diploma or qualification. A college or university degree would be a bonus, but not essential
• Experience - ideally you’ll have spent at least one year in a front desk or guest service position

How do I deliver this? We genuinely care about people and we show this by living out our promise of True Digital Hospitality each and every day. It’s what connects every colleague in all Five Senses hospitality platform. Each Five Senses Airbnb Hotel brand delivers True Hospitality in its own way, and at the heart of it, all are specific, core service skills.

• 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

• Take and manage guest bookings, and up-selling opportunities and tell them about ways to improve their stay
• Handle  credit transactions
• Stay one step ahead of guests’ needs – record and act on their preferences, and handle their messages, requests, questions, and concerns
• Be a trusted contact for all guests. Help them with anything from bill issues to local knowledge, and loop in management when necessary
• Always know what events and activities are on the day’s schedule
• Jump into other ad-hoc duties when your colleagues need your help

Benefits:

• Opportunities for promotion
• Professional development
• KWSP, SOCSO & EIS
• Annual Leave
• Maternity leave
• Annual Bonus
• KPI Bonus/ Incentives

Schedule:

Fixed shift: 5 days per week from 9.00AM until 9.00PM. Additional hour will be paid overtime.