Job Description

Responsibilities:

Guest Relations & Front Office Duties

Ensure the hotel lobby and public areas are vibrant, clean, and guest-ready, especially during peak times. Greet and engage with guests, offering assistance and ensuring a warm, welcoming atmosphere. Address and resolve guest concerns or complaints promptly, documenting issues and follow-ups. Personally handle the arrival experience for VIPs and corporate clients. Coordinate guest services and special arrangements for long-staying guests. Monitor and follow all credit and billing procedures. Stay up to date with hotel products, room types, promotions, emergency protocols, and local area knowledge. Track guest satisfaction and implement actions for continuous improvement. Respond to and manage emergencies, incidents, and guest concerns as they arise.

Management & Administration

Supervise, coach, and support the Front Office team in delivering excellent service. Provide feedback on team performance and assist in training and performance management. Oversee shift handovers and ensure accurate completion of reports and logs. Assist in preparing duty rosters, managing scheduling to ensure adequate coverage. Ensure compliance with SOPs, brand standards, and service guidelines. Assist with maintaining accurate team records and files in line with labour laws. Review Night Audit reports, daily cash handling, and occupancy reports for accuracy. Monitor and approve financial processes such as paid-outs, refunds, and deposits with supporting documents. Ensure timely and accurate bank deposits.

Safety, Hygiene & Facility Oversight

Maintain cleanliness and readiness of the lobby, public areas, and surroundings. Ensure hygiene and cleanliness comply with health and safety regulations. Work with vendors, cafe operators, and convenience store partners to ensure smooth operation and compliance. Implement and monitor procedures related to security, key control, lost & found, and emergencies. Participate in health and safety checks, fire walks, and incident follow-ups.

Other Duties

Take on additional tasks or responsibilities as assigned by the Hotel Manager or General Manager for the effective running of hotel operations.

Qualifications & Requirements:

Education

: Diploma or Degree in

Hospitality Management

,

Hotel Operations

, or a related field. Additional training in customer service or leadership is a plus.

Work Experience

:

Minimum 3-5 years of experience

in

Front Office operations

within the hotel industry. At least

1-2 years in a supervisory or leadership role

(e.g., Duty Manager, Assistant Manager, Front Office). Proven track record of managing guest relations, handling escalations, and supervising teams. Experience with

hotel property management systems (PMS)

and familiarity with night audits, reports, and cash handling procedures.

Skills & Attributes

: Strong leadership and team management skills. Excellent communication in

English and Bahasa Malaysia

; additional languages are an advantage. Passionate about guest service with a proactive and solution-oriented mindset. Strong problem-solving and decision-making abilities. Flexible with working hours, including

shifts, weekends, and public holidays

. Good grooming and professional appearance. Tech-savvy and comfortable using

Microsoft Office

,

Google Workspace

, and basic social media.
Job Types: Full-time, Permanent

Pay: RM4,000.00 - RM4,500.00 per month

Benefits:

Dental insurance Health insurance
Work Location: In person