Job Description

Key Responsibilities and Duties

1. Guest Registration and Service

Check-in and Check-out:

Efficiently perform all guest registration and departure procedures, including verifying identification, processing payments, issuing room keys, and calculating final bills.

Greeting and Welcome:

Greet all guests and visitors warmly and professionally in the resort lobby, providing a gracious and dependable welcome.

Guest Assistance:

Serve as a central point for all guest inquiries, requests, and concerns, providing prompt, professional, and courteous service.

Information Provision:

Provide detailed and accurate information about the resort's facilities, services, and amenities (e.g., dining, spa, pool, kids' club, meeting spaces) as well as local attractions, directions, and transportation in Melaka.

Concierge Support:

Assist guests with concierge-type services, such as arranging for car hire, making external reservations, and coordinating luggage handling with the Bell Desk.
2. Administrative and Financial Operations

Reservations Management:

Handle all room reservations, including new bookings, modifications, cancellations, and no-shows via phone, email, and property management systems (PMS).

Cashiering and Billing:

Accurately manage cash floats, process various payment types (cash, credit card, room charges), and ensure all billing and folios are correctly posted and reconciled during the shift.

Record Keeping:

Maintain and update accurate guest records and profiles in the Property Management System (PMS).

Shift Procedures:

Attend daily briefings, read and initial the logbook, and prepare all necessary paperwork and reports for smooth shift handover.
3. Inter-Departmental Coordination

Communication Hub:

Act as the primary communication link between guests and other resort departments.

Liaison:

Coordinate effectively with

Housekeeping

to ensure rooms are ready for arrivals and to fulfill guest requests for amenities or service.

Maintenance:

Log and follow up on any maintenance or technical issues reported by guests to ensure swift resolution.

Upselling:

Proactively promote and sell resort services, packages, and room upgrades to enhance the guest experience and maximize revenue.
4. Safety and Security

Adhere to all hotel policies, safety protocols, and security procedures, including key management and verifying guest identification during check-in/out. Report any suspicious activities, safety concerns, or security incidents immediately to the appropriate manager.
Job Requirements and Skills

Experience:

Previous experience in a Front Office or customer-facing role within the hospitality industry (hotel/resort environment preferred) is a strong advantage.

Education:

A High School Diploma (SPM) is typically required. A Diploma or Degree in Hospitality Management is highly desirable.

Language Skills:

Excellent verbal and written communication skills in

English

and

Bahasa Melayu

are essential. Proficiency in a third language (e.g., Mandarin, other Chinese dialects, or an international language) is a significant advantage, given the resort's diverse clientele.

Technical Proficiency:

Competence in using hotel Property Management Systems (PMS) is highly desirable, along with basic computer literacy (Microsoft Office).

Soft Skills:

Strong focus on

Customer Service Orientation

and creating a positive guest impression. Ability to maintain a

positive and professional demeanor

under pressure. Excellent

problem-solving skills

and ability to handle guest complaints with calmness and empathy. Strong

multitasking

and organizational abilities. Reliable, punctual, and able to work in a flexible schedule that includes shifts, weekends, and public holidays.
Job Types: Full-time, Internship, Fresh graduate

Pay: RM1,700.00 - RM2,200.00 per month

Benefits:

Additional leave Free parking Health insurance Maternity leave Meal provided Opportunities for promotion Professional development
Work Location: On the road