Guest Experience Executive

About the Role

We are a growing short-term rental management company operating Airbnb and serviced apartment units across Malaysia. As we expand, we are looking for a hospitality-driven professional to join our team as a Remote Guest Experience Executive. This role functions as the digital front office of our properties. You will be responsible for managing the complete guest journey remotely, from handling pre-arrival inquiries to coordinating check-ins, resolving concerns during the stay, and ensuring a smooth check-out experience. Your role is crucial in delivering consistent 5-star guest satisfaction while maintaining strong internal coordination with housekeeping and maintenance teams.

What You Will Be Doing

You will manage guest communications across platforms such as Airbnb, WhatsApp, and phone calls, ensuring all inquiries are handled promptly and professionally. You will coordinate check-in and check-out arrangements, provide clear information about property facilities and policies, and handle guest concerns with empathy and effective service recovery. In addition, you will liaise closely with internal operations teams to ensure units are ready, issues are resolved efficiently, and daily arrivals and departures are well managed. Although this is a work-from-home position, it requires strong accountability, responsiveness, and attention to detail.

What We Are Looking For

We are seeking candidates with at least one to three years of experience in hotel front office, guest relations, or Airbnb operations. You should be confident in handling guests, resolving issues calmly under pressure, and maintaining professionalism in written and verbal communication. Experience with OTA platforms such as Airbnb, Booking.com, or Agoda will be an advantage. Candidates must be comfortable working rotational shifts, including weekends and public holidays, and must have a stable internet connection and suitable home working setup.

What We Offer

We offer a permanent work-from-home arrangement with a salary around RM2,500 plus EPF contribution, along with monthly performance incentives. This role provides long-term career growth opportunities within the fast-growing short-term rental industry. If you are passionate about hospitality and ready to transition into a remote operations role while continuing to deliver exceptional guest experiences, we would be pleased to receive your application