Guest Service Agent

Front Office Receptionist is responsible for providing a welcoming and efficient experience for guests from the moment they arrive at the hotel. The job description may include the following duties and responsibilities:

1. Guest Services:

• Welcome guests as they arrive at the hotel.
• Check guests in and out, ensuring a smooth process.
• Provide information about hotel services, facilities, and policies.

2. Reservation Management:

• Handle guest reservations, including check-ins, check-outs, and modifications.
• Confirm room availability and assign rooms to guests.

3. Customer Assistance:

• Address guest inquiries, requests, and concerns promptly and professionally.
• Provide directions and information about local attractions and services.

4. Payment Handling:

• Process guest payments and maintain accurate billing information.
• Handle cash, credit card transactions, and maintain a balanced cash drawer.

5. Telephone Operations:

• Answer phone calls, take messages, and provide information to callers.
• Handle guest requests and room service orders via phone.

6. Front Desk Operations:

• Keep the front desk area clean and organized.
• Manage and distribute incoming faxes, emails, and packages.

7. Concierge Services:

• Assist guests with restaurant reservations, transportation arrangements, and other concierge services.
• Provide recommendations for local attractions, dining, and entertainment.

8. Guest Relations:

• Build positive relationships with guests to enhance their overall experience.
• Handle guest feedback and resolve any issues or complaints.

9. Security and Safety:

• Monitor the lobby and entrance area for security purposes.
• Follow hotel safety and security protocols.

10. Collaborate with Other Departments:
- Coordinate with housekeeping, maintenance, and other hotel departments to ensure guest needs are met.

11. Shift Handovers:
- Provide detailed shift reports and updates to the next receptionist on duty.

12. Technology Proficiency:
- Use hotel management software for check-ins, check-outs, and reservation management.
- Operate office equipment such as phones, computers, and key card systems.

Qualifications:

• High school diploma or equivalent; additional education in hospitality or related field is a plus.
• Previous experience in a hotel or hospitality industry preferred.
• Strong customer service and communication skills.
• Ability to handle stressful situations and resolve conflicts.
• Knowledge of hotel operations and local attractions.
• Familiarity with hotel management software is advantageous.

Working Conditions:

• Front office receptionists in hotels may work in shifts, including evenings, weekends, and holidays, to ensure 24/7 coverage at the front desk.

Job Types: Full-time, Permanent, Fresh graduate

Pay: RM1,800.00 - RM2,500.00 per month

Benefits:

• Health insurance
• Opportunities for promotion
• Professional development

Schedule:

• Afternoon shift
• Day shift
• Evening shift
• Holidays
• Night shift
• Rotational shift
• Weekend jobs

Supplemental Pay:

• Overtime pay
• Performance bonus