Guest Experience and Channel Management

Job Description

Title: Guest Experience and Channel Management

Company Name: Holidayzer BD Ltd

Vacancy: 15

Age: 18 to 35 years

Job Location: Jashore (Jashore Sadar), Narail (Narail Sadar)

Salary: Tk. 12000 - 15000 (Monthly)

Experience:

• At least 1 year
• The applicants should have experience in the following business area(s): Hotel, Travel Agent, Resort, Call Center

• Higher Secondary

• At least 1 year
• The applicants should have experience in the following business area(s): Hotel, Travel Agent, Resort, Call Center

• Age 18 to 35 years

Note: If you are not fluent in English, please do not apply.

Job Context

We are looking for motivated and detail-oriented individuals to join our Customer Experience & Channel Management Team.

This department is responsible for ensuring excellent guest communication, smooth booking operations, and accurate listing management for short-term rental properties across Europe and Asia.

As a Customer Experience & Channel Management Executive, you will handle real-time guest communications, manage property listings on major OTA platforms (Airbnb, Booking.com, Expedia, and others), and coordinate with multiple teams to deliver outstanding hospitality experiences.

This is a full-time, office-based position offering professional growth and an opportunity to build a long-term career in the hospitality and property management industry.

Key Responsibilities

Guest Communication

• Respond promptly to guest inquiries via Airbnb, Booking.com, Expedia, WhatsApp, and Email.

• Provide clear and accurate information about check-in, property details, amenities, and house rules.

• Maintain a professional, polite, and empathetic tone in all guest communications.

• Manage booking changes, extensions, and cancellations efficiently.

Check-in & Check-out Coordination

• Share accommodation details, key codes, and step-by-step check-in instructions.

• Confirm guest arrival and departure times, and assist with early check-in or late check-out requests.

• Ensure smooth check-out processes and encourage guest reviews and feedback.

Issue Resolution & Escalation

• Handle guest complaints and operational issues (e.g., Wi-Fi, maintenance, cleanliness) with professionalism and empathy.

• Communicate promptly with caretakers, maintenance teams, and property managers for quick solutions.

• Follow up with guests until each issue is fully resolved and documented.

Channel Management

• Manage and update property listings across OTA platforms, including Airbnb, Booking.com, Expedia, and VRBO.

• Maintain accurate pricing, availability, and synchronization through Channel Manager tools.

• Create and optimize property listings with high-quality content and consistent brand presentation.

Monitor occupancy performance, rate accuracy, and listing health regularly.

• Assist with pricing adjustments, promotions, and seasonal rate updates.

Operational & Reporting Support

• Maintain daily guest logs, booking reports, and communication records.

• Track new bookings, extensions, and cancellations accurately.

• Support rate audits, overbooking prevention, and performance reporting.

• Collaborate with the operations team to ensure smooth daily workflows.

Quality Assurance

• Maintain quick response times and ensure a high level of guest satisfaction.

• Communicate in a solution-oriented and professional manner at all times.

• Gather feedback to continuously improve service quality and operational efficiency.

Team Collaboration

• Work closely with the guest support, channel, housekeeping, and maintenance teams.

• Follow company SOPs, templates, and internal communication standards.

• Participate in ongoing training sessions and performance evaluations.

Why Join Us

• Opportunity to work with an international hospitality company managing properties across Europe and Asia.

• Professional and structured work environment.

• Career growth opportunities in customer experience, operations, and channel management.

• Exposure to global standards in property and guest management.