Job Description

The Officer, Guest Service assists the daily guest service operations, working with members of the team to create a pleasant and lasting atmosphere that enables residents' satisfaction. He/She performs room check-ins and check-outs for guests, handles room reservation requests, and attends to guests' enquiries, requests, as well as concerns and feedback with professionalism to promote a positive first impression. He/She works closely with the housekeeping department to keep room status reports up-to-date and performs cashier-related functions and guest account billing.

As a frontline service ambassador, he/she maintains a professional image at all times and is well-versed in the property's services and promotions to promote service offerings to guests. He/She also gathers guest feedback and provides ideas for operational and service improvement. To ensure guest safety, he/she maintains confidentiality of guest information and stays vigilant in reporting suspicious characters, items and activities within the property's premises. He/She may be required to handle incoming calls to address guests' requests or route calls to the relevant channels for follow up.

He/She is a service-oriented individual with excellent communication skills and is able to create a memorable experience for guests. He/She is able to work independently and effectively handle multiple and concurrent tasks. He/She works on shifts, including weekends and public holidays.

Manage front office operations

- Perform room check-ins and check-outs for guests
- Handle room reservation requests for call-in or walk-in guests
- Coordinate with housekeeping function to track and maintain accurate room status information
- Promote accommodation packages, loyalty programmes and food and services offerings to guests
- Perform cashier-related functions and guest account billing
- Generate and check reports for accuracy
- Handle incoming calls to address guests' requests or route calls to the relevant channels for follow-up

Drive service and operational excellence

- Adhere to personal grooming and hygiene standards to project a professional image
- Attend to guests' enquiries and requests to address their needs
- Handle guests' concerns and feedback to ensure guest satisfaction
- Gather guest satisfaction levels and feedback on front office services for continuous improvement
- Provide feedback and ideas to improve front office operations and enhance guest experience

Manage operational risks

- Comply with data protection regulation and organisational security procedures for guest registration and credit and cash transactions
- Monitor activities in the lobby to identify and report suspicious characters, items and activities for appropriate follow up
- Assist in the execution of response and recovery actions during emergency situations

Job Type: Full-time

Pay: Up to RM2,300.00 per month

Benefits:

Free parking Health insurance Meal provided Opportunities for promotion
Work Location: In person