FRONT OFFICE ASSISTANT

Job Summary: The Front Office Assistant is responsible for delivering excellent customer service to guests, managing reservations, and ensuring smooth front desk operations. This role involves handling guest check-ins and check-outs, addressing inquiries and complaints, and coordinating with other departments to enhance the guest experience. Key Responsibilities: 1. Guest Services & Front Desk Operations Welcome guests upon arrival and ensure a smooth check-in and check-out process. Provide accurate information about the property, services, and local attractions. Handle guest inquiries, complaints, and special requests in a professional manner. Maintain a positive and friendly attitude while assisting guests. 2. Reservations & Booking Management Manage room reservations and update the system with booking details. Verify guest details and payment information before confirming reservations. Coordinate with housekeeping and other departments to ensure room readiness. Assist guests with changes to their reservations as needed. 3. Administrative & Financial Responsibilities Process payments, issue invoices, and manage cash or credit transactions accurately. Maintain records of guest check-ins, check-outs, and special requests. Ensure that front office reports and logs are updated daily. Assist in generating occupancy and revenue reports when required. 4. Communication & Coordination Liaise with housekeeping and maintenance teams to ensure guest rooms are clean and well-maintained. Coordinate with other departments to fulfill guest requests, such as transportation or special arrangements. Communicate any guest issues or incidents to the supervisor or manager promptly. 5. Compliance & Security Follow company policies and procedures regarding guest identification and check-in protocols. Ensure compliance with safety and security regulations at all times. Maintain the confidentiality of guest information and adhere to data protection policies. Qualifications & Requirements: Diploma or Certificate in Hospitality, Tourism, or a related field preferred. Minimum of 1-2 years of experience in front office or customer service roles. Proficiency in using property management systems (PMS) and booking software. Strong communication and interpersonal skills. Excellent problem-solving and multitasking abilities. Professional appearance and demeanor. Ability to work flexible shifts, including weekends and holidays. Fluency in English and Bahasa Malaysia; additional languages are an advantage. Key Performance Indicators (KPIs): Guest satisfaction scores and feedback Accuracy in handling reservations and financial transactions Efficiency in check-in and check-out processes Adherence to standard operating procedures (SOPs) Coordination with other departments for seamless operations Salary & Benefits: Competitive salary based on experience Performance-based incentives Medical and insurance coverage Career growth and training opportunities Staff discounts and other perks