Job Description

Position Overview:
As the Reservation and Guest Relations Manager, you will be responsible for overseeing and managing both the centralised reservation system and guest relations department of our hotel. You will lead a team dedicated to providing exceptional customer service to guests while maximising room occupancy and optimizing revenue through strategic reservation management.

Key Responsibilities:
1. Reservations Management

Monitor and ensure the accuracy of room availability, rates, and promotions across all platforms. Coordinate with Sales, Revenue, Front Office, Finance, and Business Development teams to optimise room inventory and revenue.
2. Guest Relations Management

Remain accessible for urgent guest or CS issues, including after-hours calls when required.
3. Customer Service Excellence

Review daily CRM activity to ensure follow-ups, guest messages, and tickets are handled efficiently. Conduct coaching sessions and provide real-time feedback when call quality or communication tone does not meet standards.
4. Team Management

Foster a culture of accountability, teamwork, and continuous improvement. Ensure seamless communication between reservation, guest relations, and operations teams to maintain alignment.
5. Finance & Refund Coordination

Review and submit guest refunds to Finance on a daily or weekly basis for approval. Ensure all payment and deposit records for group and individual bookings are accurate and supported by complete documentation.
6. System & Process Oversight

Conduct regular data audits on bookings, cancellations, and guest profiles to ensure consistency across systems.
7. Revenue Optimisation & Reporting

Work with the Revenue Management team to monitor pricing, adjust rates, and manage room allocation to maximise occupancy. Analyse booking trends, guest demographics, and feedback to identify business opportunities and service improvement areas.
8. Reporting and Analysis
oProvide insights and recommendations based on data analysis to support decision-making processes and revenue management strategies.

Qualifications:

Minimum 5 years' experience in Reservations, Guest Relations, or Customer Service, ideally within the short-term rental or Airbnb industry. Proven leadership skills with experience managing multi-property or remote teams. Excellent communication and interpersonal skills to handle guests, staff, and stakeholders effectively. Proficient in CRM and PMS systems - eZee Strong analytical and problem-solving abilities with attention to operational detail. Adaptability to fast-paced environments and ability to respond to real-time operational needs. Multilingual proficiency - English, Mandarin, Malay. Willingness to be on call for urgent support and to travel for training or site visits when required.
Candidates with less experience may be considered for the position of Assistant Manager - Reservation and Guest Relations

Job Type: Full-time

Pay: RM4,000.00 - RM6,000.00 per month

Benefits:

Maternity leave Opportunities for promotion Parental leave Professional development
Work Location: In person