Customer Service Executive

About the Company

Wakely & Partners Sdn Bhd is a hospitality and Property Management company based in the heart of Kuala Lumpur, focused on managing and enhancing the performance of residential and mixed-use real estate assets. We work closely with property owners and investors to oversee their investments through structured operational management, strategic revenue planning, and disciplined financial oversight.

We manage a diverse range of properties, using them for hospitality and accommodation purposes, while ensuring they are well-maintained, efficiently operated, and positioned to generate consistent returns for our owners.

About the Role

The Customer Service & Reservations Executive is responsible for managing daily guest communications and reservation processes, ensuring accurate bookings, prompt responses, and a seamless guest experience across all platforms while coordinating closely with internal teams to support smooth operations and service excellence.

Responsibilities:

1. Reservations & Booking Management

• Oversee daily reservation operations across all booking platforms (Airbnb, Booking.com, Agoda, direct bookings, etc.).
• Monitor room inventory, availability, and rate accuracy.
• Ensure timely responses to all reservation inquiries.
• Manage modifications, cancellations, and special requests professionally.
• Maintain accurate guest records in the PMS/booking system.

2. Guest Experience & Service Excellence

• Ensure all guest communication is professional and timely.
• Handle escalated booking issues or complaints.
• Coordinate with operations, housekeeping, and maintenance teams for smooth check-ins and stay arrangements.

3. Booking Platform & System Administration

• Manage and update booking platforms and internal systems to maintain accurate availability, rates, and guest information, ensuring operational reliability and data accuracy.

4. Check-In & Check-Out Oversight

• Manage and supervise all guest arrival and departure processes to ensure accuracy, efficiency, and adherence to established service standards, delivering a seamless and positive guest experience.

Qualifications

• Minimum 1 Years Relevant experience in Hospitality or Customer Service.
• Proficient in computer skills (Microsoft office, Email & Instant Messaging Applications).
• Able to work on weekends (Saturday & Sunday) & Public Holidays (If needed).
• Proficiency in English is mandatory. Required to to speak and write well in Bahasa Malaysia.

Pay range and compensation package

RM3,00