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Guest Service Agent

RM 1,800 - RM 2,500 / month

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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