Guest Support Agent

The Guest Support Agent is responsible for providing timely and accurate support to VR guests during their stay, acting as a key liaison between the company and guests. This role ensures clear communication, efficient complaint resolution, and delivers a positive in-house guest experience throughout their interaction with the company.

• Correspondence Check
• Sending welcome message
• Coordinating with Operational Department for any guests requests
• Ensure guest arrival goes smoothly

• Sending check-out reminder 1-day before departure on WhatsApp Group
• Check on outstanding bills if any, coordinate with on-site staff for payment collection. Ensure all payments are settled before departure.
• Sending farewell message for checked-out guest
• Ensure that the guest departure goes smoothly
• Giving review reminder through PMS (Property Management System)

• Sending a courtesy message on the guest's first night and ensuring that their stay is a positive ones.
• Addressing guests requests, concerns, issues to related departments fast and effectively.
• In coordination with on-site staff for any complaint raised by the guest and ensure the issue is resolved in a timely manner.
• Accurately document all in-house guest issues for tracking, reporting, and continuous improvement.

• Giving 3 (three) times reminder on channel manager within 14 days for the guest to leave review on the platform
• Replying to the review on OTAs and Google Business Account
• Submit & Investigate Bad Review removals, if any

• Previous experience in customer service or hospitality, particularly in a property management or hotel environment.
• Strong communication and interpersonal skills to engage with guests and resolve issues effectively, ensuring a positive experience.
• Excellent problem-solving and organizational skills to manage bookings, inquiries, and guest requests efficiently.
• Ability to work in a fast-paced environment, multitask, and handle guest concerns calmly and professionally.