Guest Experience Executive

7 days ago

Remote, Malaysia Big Tiny Pte Ltd Full time

**Job description**

**About Us**

Tiny Away is the hospitality arm of Big Tiny (our parent company), spearheading the tiny house eco-tourism in Australia, New Zealand, Singapore, and Europe. City dwellers can rent a tiny house for short vacation stays in the beautiful countryside and recharge in nature. By doing so, we want to allow everyone a chance to _Discover Nature and Stay in Comfort_.

If you're passionate about providing exceptional customer service and thrive in a fast-paced environment, we'd love to have you join our team and embark on an exciting journey and be a part of the tiny house movement as we expand our global foothold.

**The Opportunity**

As a Guest Experience Executive, you will be responsible for handling guest inquiries and service recoveries. Your primary focus will be on providing exceptional customer service to guests, resolving issues promptly, and ensuring a positive experience for all.

**The Job**
- Assist guests with booking inquiries, reservation changes, and cancellations.
- Resolve guest complaints and issues effectively, aiming for service recovery and guest satisfaction.
- Coordinate with other departments, such as Listing and Host Relations team, to address guest concerns promptly.
- Maintain accurate records of guest interactions and follow-up actions.
- Provide information and recommendations to guests regarding amenities, local attractions, and activities.
- Assist with special requests and accommodations to enhance the guest experience.
- Ensure all booking payments are collected.

**Experience and Requirements**
- Bachelor’s degree or equivalent experience
- Prior customer service experience, preferably in the hospitality industry.
- Excellent communication skills, both verbal and written.
- Strong problem-solving skills and the ability to remain calm under pressure.
- Empathetic and patient attitude towards guests' concerns and needs.
- Ability to multitask and prioritize tasks effectively.
- Proficiency in using customer service software and systems.
- Flexibility to work evenings, weekends, and holidays as needed.
- Able to work independently and as a team player
- Able to work from home or work remotely

Pay: RM2,500.00 - RM3,500.00 per month

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