Job Description

Join us at

KAITE Property Management

, a wholly owned subsidiary of Berjaya and one of Kuala Lumpur's fastest-growing hospitality companies. We specialize in managing premium short-stay homes in the heart of the city, delivering exceptional comfort, seamless stays and memorable guest experiences.

Key Responsibilities:

1. PMS & Channel Manager Operations

Manage daily operations in the PMS and channel manager to ensure room inventory, rates, and availability are accurately reflected across all online platforms. Identify and troubleshoot system errors such as rate mismatches, syncing delays, mapping issues, and connection drops between PMS, channel manager, and OTAs. Conduct routine checks on rate plans, room types, system configurations, and booking flows to prevent disruptions and enhance platform reliability. Liaise with PMS and channel manager vendors to resolve technical issues, implement system updates, and enhance system functionality.

2. OTA Management & Platform Optimization

Maintain consistent, accurate, and high-quality OTA listings, including content, policies, room descriptions, and promotional details. Resolve OTA-related technical issues such as incorrect charges, mapping errors, restriction conflicts, and failed schedules. Coordinate with OTA market managers to improve visibility, participate in promotional campaigns, escalate system concerns, and ensure optimal platform health. Conduct regular OTA audits to ensure consistency in pricing, availability, restrictions, and booking conditions across all channels.

3. Guest Experience & Customer Support

Review all incoming reservations to ensure accuracy in guest details, stay requirements, special requests, and pricing. Act as a key point of contact for guest-related inquiries, assisting with booking clarifications, amendments, technical booking issues, and post-booking support. Collaborate closely with the concierge and operations team by providing timely updates on arrivals, guest preferences, and important booking notes to ensure smooth and personalized guest experiences. Provide after-hours support for urgent reservation matters including last-minute booking issues, technical disruptions, and guest concerns requiring immediate attention.

4. Reservations Coordination

Monitor daily pick-up and booking performance to identify potential overbooking risks or reservation discrepancies. Assist in handling booking modifications, cancellations, and overbooking cases in coordination with internal teams and external partners. Ensure all booking policies, stay rules, and pricing conditions are accurately applied and communicated across platforms.

5. Reporting & Insights

Prepare daily reports covering key metrics such as occupancy, booking trends, channel contributions, and pick-up patterns. Highlight operational issues, booking inconsistencies, and guest experience trends that may impact performance. Provide insights and recommendations to management to improve OTA performance, system efficiency, and overall guest satisfaction.

Requirements

Experience in reservations, OTA operations, distribution management, or hospitality support roles. Strong understanding of PMS, channel manager platforms, and OTA systems. Hands-on ability to troubleshoot platform connectivity, rate mapping, and system configuration issues. Excellent communication and customer service skills, especially in managing guest inquiries and coordinating with internal teams. Analytical and detail-oriented with a strong ability to manage data, reports, and system dashboards. Proactive, solution-driven, and confident in handling high-pressure situations, including after-hours support.
Job Types: Full-time, Permanent

Pay: RM3,000.00 - RM4,000.00 per month

Work Location: In person