Night Shift Customer Service

The Role

We’re looking for a Guest Experience & Customer Service Executive to join our team on an evening shift from 2:00 PM to 11:00 PM. You’ll be the key point of contact for guests during their stay, helping with reservations, enquiries, check-ins, and any issues that may arise.

Your Responsibilities

• Coordinate guest arrivals and departures, including assisting with check-in and check-out
• Liaise with housekeeping and maintenance teams to follow up on guest requests and property-related matters
• Assist guests with questions about our properties, facilities, nearby places of interest, and local recommendations
• Monitor incoming messages and enquiries through WhatsApp, email, phone calls, and other communication channels
• Update and manage reservations, cancellations, booking changes, and guest requests across Airbnb, Booking.com, Agoda, and other platforms
• Attend to guest concerns and find practical solutions while maintaining a friendly and professional approach
• Keep booking details, guest information, feedback, and follow-up matters properly recorded
• Ensure all pending matters are communicated clearly during shift handover
• Provide consistent guest support throughout the 2:00 PM – 11:00 PM working hours

What We’re Looking For

• Minimum SPM or equivalent
• Strong communication skills in English and Malay
• Positive, approachable, and service-oriented personality
• Able to work independently and make appropriate decisions when handling evening guest enquiries
• Organised and able to manage several tasks at the same time
• Patient and composed when dealing with demanding situations
• Comfortable learning and using different booking systems and digital communication tools
• Previous experience in customer service, hospitality, reservations, or front desk operations is an added advantage
• Fresh graduates and candidates without prior experience are welcome — training will be provided

Working Hours

2:00 PM – 11:00 PM