Ezra Theagu
Johor Bahru
Summary
Results-driven Property Management Professional skilled in managing operations, guest services, and revenue optimisation for homestay properties. Expertise in booking management, regulatory compliance, and quality assurance enhances operational efficiency. Experience in team supervision, training, and process improvement supports high service quality and guest satisfaction, while strategic marketing and performance monitoring drive business growth.
Overview
3
3
Languages
9
9
years of professional experience
Work History
Homestay Manager
Casa De Jaez Legacy
Johor Bahru, Malaysia
07.2025 - Current
- Managed guest inquiries, reservations, check-in/check-out processes, and resolved guest concerns to enhance guest experience.
- Oversaw daily operations across homestay properties, ensuring all units were guest-ready and maintained to high standards.
- Coordinated housekeeping, cleaning schedules, maintenance teams, contractors, and external suppliers.
- Conducted regular property inspections to ensure cleanliness, safety, functionality, and quality standards.
- Managed property listings and booking calendars across platforms including Airbnb, Booking.com, Agoda, and direct bookings.
- Monitored occupancy, bookings, pricing, and revenue to optimise property performance and inform strategic decisions.
- Developed and implemented Standard Operating Procedures (SOPs) for housekeeping, guest services, and property operations.
- Handled guest reviews and feedback, implementing improvements to enhance customer satisfaction.
- Managed operational expenses, inventory, amenities, and maintenance requirements.
- Supported marketing initiatives, promotions, social media content, and campaigns to enhance property visibility and attract bookings.
- Supervised and trained operational staff to ensure consistent service quality and productivity.
- Prepared operational, occupancy, maintenance, and performance reports for management review.
Senior Homestay Operator Executive
JETTBROS Sdn Bhd
Johor Bahru, Malaysia
06.2023 - 06.2025
- Manage daily operations of multiple homestay properties including guest check-ins, checkouts, and property readiness.
- Ensure regulatory compliance and adherence to safety and homestay standards.
- Handle guest inquiries and complaints via phone, email, and online platforms to ensure quick and satisfactory resolutions.
- Assisted guests with local recommendations and travel arrangements, ensuring a personalised and enjoyable stay.
- Executed marketing initiatives across various channels, enhancing property visibility through social media management and targeted listings.
- Maintained booking records, inventory, budgets, and performance reports to support operational efficiency.
- Coordinated maintenance work and managed schedules with contractors.
- Ensured cleanliness and organisation of work area by following health and safety protocols. and organisation in work area, following strict health and safety guidelines.
Customer Support Representative
Startek Aegis BPO Malaysia
Selangor
08.2022 - 09.2023
- Handled customer service calls and queries, ensuring timely and effective resolutions.
- Delivered accurate product information and resolved customer concerns, contributing to positive experiences.
- Maintained high customer satisfaction through professional and empathetic interactions.
Customer Service Agent
Envo BPO Services Sdn Bhd
Selangor
12.2021 - 06.2022
- Handled customer queries via phone and digital platforms, ensuring timely responses.
- Resolved complaints while maintaining a professional tone, enhancing customer satisfaction.
- Escalated complex customer issues to management, facilitating effective resolutions.
Technical Security Administrator
JP Morgan Chase Bank
Singapore
11.2018 - 01.2020
- Coordinated front desk operations and visitor registrations to enhance security and service efficiency.
- Ensured professional client interaction while enforcing building security standards to maintain a safe environment.
- Checked doors, windows and gates for signs of unauthorised entry.
- Patrolled grounds after hours on foot to maintain visible presence and detect violations.
- Verified identification for authorised personnel and visitors to property.
Ramp Assistant (Supervisor)
SATS Ltd.
Singapore
07.2020 - 11.2021
- Coordinated aircraft loading/unloading operations to optimise turnaround times.
- Monitored adherence to safety procedures and aviation regulations to maintain operational integrity.
- Maintained high standards of cleanliness and organisation in the workplace.
- Trained new employees on company policies and job duties, ensuring quick assimilation into the team.
- Assessed team strengths and abilities and utilising skills to best advantage, increasing team performance.
Architectural Assistant
WKL Sdn Bhd
Johor
11.2017 - 11.2018
- Contributed to architectural planning and drafting processes, ensuring alignment with project goals.
- Assisted in creating design presentations and drawings to effectively communicate design concepts.
- Maintained excellent working relationships with regulatory bodies and authorities to achieve continued compliance with current standards.
- Conducted site visits to assess potential impacts on design and to ensure compliance with local building regulations.
- Put together and delivered project presentations to stakeholders.
Site Supervisor
Digitalage Solution Sdn Bhd
Kuala Lumpur
05.2017 - 08.2018
- Managed daily operations at construction sites to ensure project timelines were met.
- Coordinated site activities and enforced safety protocols to maintain a secure work environment.
- Kept track of work progress and maintained daily logs.
- Supervised labourers and skilled workers completing [Type] projects.
- Supervised construction site operations, maintaining strict adherence to safety regulations and project timelines.
Education
Diploma - Architecture
Victoria International College
Malaysia01-2018
SPM / O-Level - Arts Stream
Sekolah Menengah Kebangsaan Taman Daya 2
Malaysia01-2013
Skills
- Property management
- Booking management
- Revenue management
- Regulatory compliance
- Operational reporting
- Standard procedures
- Digital marketing
- Customer relationship management
- Performance analysis
- Guest experience
- Process optimisation
- Project Management
- Multitasking & prioritisation abilities
- Problem-solving skills
- Strong customer service orientation
- Interpersonal communication
- Staff training
- Proficient in Microsoft Office
- Project Management
Custom
- Danesh Nair, Envo BPO, +60 14-286 0281
- Rezza (Manager), Startek Aegis, +60 19-320 4939
Languages
English
Advanced
C1
Malay
Advanced
C1
Tamil
Advanced
C1
Timeline
Homestay Manager
Casa De Jaez Legacy
07.2025 - Current
Senior Homestay Operator Executive
JETTBROS Sdn Bhd
06.2023 - 06.2025
Customer Support Representative
Startek Aegis BPO Malaysia
08.2022 - 09.2023
Customer Service Agent
Envo BPO Services Sdn Bhd
12.2021 - 06.2022
Ramp Assistant (Supervisor)
SATS Ltd.
07.2020 - 11.2021
Technical Security Administrator
JP Morgan Chase Bank
11.2018 - 01.2020
Architectural Assistant
WKL Sdn Bhd
11.2017 - 11.2018
Site Supervisor
Digitalage Solution Sdn Bhd
05.2017 - 08.2018
Diploma - Architecture
Victoria International College
SPM / O-Level - Arts Stream
Sekolah Menengah Kebangsaan Taman Daya 2