Hotel Front Office
Job Summary
The Hotel Front Office staff is responsible for providing excellent customer service, handling guest check-ins and check-outs, and managing reservations. You will serve as the primary point of contact for guests, ensuring their needs are met professionally and efficiently. The role also involves maintaining accurate records and coordinating with other departments to ensure smooth hotel operations.
Responsibilities
- Manage guest check-in/out and reservations
- Provide professional customer service and handle inquiries
- Process payments and maintain billing records
- Coordinate with housekeeping for room readiness
- Resolve guest complaints and requests
Required Skills
- Fluent in English and Bahasa Malaysia
- Basic computer literacy (PMS experience preferred)
- Strong interpersonal and communication skills
- Problem-solving and organizational abilities
- Willingness to work shifts and holidays
Job Details
Responsibilities:
- Welcome guests and provide excellent customer service at all times.
- Perform guest check-in and check-out efficiently and accurately.
- Handle room reservations, cancellations, and amendments.
- Answer phone calls, emails, and guest inquiries professionally.
- Process payments and maintain accurate billing records.
- Coordinate with housekeeping and other departments to ensure room readiness and guest satisfaction.
- Respond to guest requests and resolve complaints promptly and professionally.
- Maintain accurate guest records using the hotel's Property Management System (PMS).
- Ensure the front desk and lobby area are clean, organized, and presentable.
- Follow hotel policies, procedures, and safety standards.
- Perform other duties assigned by the Front Office Manager.
Requirements:
- Minimum SPM, Diploma, or equivalent qualification.
- Previous experience in a hotel front office, hospitality, or customer service role is an advantage.
- Fresh graduates are encouraged to apply.
- Good communication and interpersonal skills.
- Fluent in English and Bahasa Malaysia; additional languages are an advantage.
- Basic computer literacy; experience with hotel PMS is preferred.
- Able to work on rotating shifts, weekends, and public holidays.
- Positive attitude, professional appearance, and strong customer service skills.
- Able to work independently as well as part of a team.
- Strong problem-solving and organizational skills.