Guest Experience

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, RM4,000.00 per month

Work Location: In person