Assistant Manager, OTA Account & Customer Services (Airbnb)

Full Time, onsite
Mana-Mana Suites Sdn Bhd
Kuala Lumpur Management (Hospitality & Tourism) Full time Add expected salary to your profile for insights, Malaysia

Salary undisclosed

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Position Overview:

As the Assistant Customer Service Manager for Mana-Mana Suites, you will work closely with the Reservation and revenue team to oversee the management of Online Travel Agency (OTA) accounts for multiple properties, as well as all guest interactions, resolve issues, and maintain high standards across our Airbnb properties.

Key Responsibilities:

OTA Account Management: Manage Mana Mana Suites Sdn Bhd's OTA accounts, ensuring all listings are optimized for visibility and bookings.

Promotion & Pricing: Handle and manage all OTA account promotion settings, price adjustments, and set up new accounts for new properties. Ensure pricing strategies align with market conditions.

Base Rate Coordination: Implement base rates as provided by Mana Mana Suites Sdn Bhd and adjust as necessary to stay competitive.

Revenue Management: Meet the yearly Revenue KPI set for the appointed agent, ensuring all properties achieve or exceed financial targets.

Guest Relations: Serve as a key point of contact for guests, addressing inquiries and concerns from pre-arrival to post-departure, with a focus on OTA bookings.

Supervision: Lead and supervise a team of customer service representatives/ Airbnb hosts, ensuring they are well-trained, motivated, and delivering top-notch service.

Operations Support: Assist in overseeing daily operations, including guest check-ins/outs, and coordinating with housekeeping and maintenance teams to ensure properties meet quality standards.

Complaint Resolution: Manage and resolve guest complaints, implementing effective solutions to ensure guest satisfaction and retention.

Performance Monitoring: Track and analyse guest feedback, occupancy rates, and service quality to identify areas for improvement and implement corrective actions.

Training and Development: Assist in the onboarding and continuous training of customer service/ Airbnb host, ensuring they are well-equipped to handle guest interactions and operational tasks.

Emergency Handling: Act as a key contact for any emergencies, providing support and implementing crisis management protocols as needed.

Reporting: Prepare regular reports on guest satisfaction, team performance, and operational efficiency for senior management review.

Market Insight: Stay updated on market trends and Airbnb policies, adjusting customer service strategies to align with industry standards.

To carry out any other duties as and when required by management.

Qualifications:

Candidate must possess at least Diploma / Advanced / Higher / Graduate Diploma / Degree in eCommerce, Marketing, Hospitality/Hotel Management or equivalent.
Minimum of 2-3 years of experience in a customer service or hospitality management role, with experience in managing OTA accounts and property listings.
Experience in managing OTAs and Meta Search Channels.
Possess strong verbal and written communication skills in English (additional languages such as Malay and Mandarin are a plus).
Possess strong analytical skills and problem-solving abilities with a proactive approach to handling guest issues and operational challenges.
Proven experience in a supervisory or managerial role, with strong people management skills is preferred.
Flexibility to work on weekends, holidays, and be on-call as needed.
Ability to work independently as well as collaboratively in a fast-paced, dynamic environment.
Solid organisation skills, adaptability and customer focus.
Proficiency in revenue management systems (RMS), property management systems (PMS), and Microsoft Excel is an added advantage
Passion for the hospitality industry and a desire to contribute to the success of the hotel/property is welcomed