Job SummaryWe are looking for a responsive and customer-focused Homestay Customer Service Specialist to manage guest communications and ensure a smooth end-to-end stay experience. You will be the key point of contact for guests from inquiry to post-stay, helping to maintain high ratings and repeat bookings.
Key Responsibilities- Handle guest inquiries via WhatsApp, Airbnb, Booking.com, and other platforms
- Manage booking confirmations, check-in instructions, and check-out processes
- Respond promptly to guest issues, complaints, and special requests
- Coordinate with housekeeping, maintenance, and operations team to resolve issues quickly
- Monitor daily bookings, occupancy, and guest messages
- Ensure all guest information and booking details are accurately recorded
- Support review management by encouraging positive reviews and handling feedback professionally
- Upsell add-on services (early check-in, late check-out, special arrangements, etc.)
- Maintain service standards to achieve high guest satisfaction and ratings
Requirements- Minimum Diploma or equivalent; hospitality or related field is a plus
- 1–3 years of customer service experience (hospitality, hotel, or homestay preferred)
- Strong communication skills in English (Mandarin/Bahasa Malaysia is an added advantage)
- Familiar with platforms like Airbnb, Agoda, Booking.com is a plus
- Ability to multitask and handle high message volume
- Problem-solving mindset and able to handle difficult guests professionally
- Willing to work on weekends, public holidays, or shifts
