Guest Experience & Front Desk Specialist

Hotel Granada Johor Bahru; South Australia; On-site; AUD 45,000 - 60,000; Full time

Job summary

Hotel Granada Johor Bahru is seeking a frontline Front Desk/Reception role in Australia to warmly welcome guests, register arrivals, and manage payments. You will maintain clean, orderly front desk areas and coordinate with other departments to ensure a seamless guest experience.

The position requires strong guest service skills, attention to detail, and the ability to upsell services while handling inquiries about local activities and transport.

Responsibilities

• Greets all guests in a friendly and helpful manner and learns/addresses the guest by name whenever possible
• Registers and rooms arrivals according to established procedures
• Maintains knowledge of departmental standards and procedures
• Handles guest safety box requests and service at all times
• Responds to guest inquiries and complaints, routing to supervisor if needed
• Keeps daily handover log with complaints, requests and notes
• Follows handover procedures and resolves outstanding issues
• Reports and logs lost property correctly
• Ensures front desk area is clean and orderly at all times
• Completes forgotten ID forms
• Answers calls and transfers inquiries to the appropriate administrator
• Keeps information on local activities and programs up to date
• Processes guest folios and collects payment
• Manages cash handling responsibilities
• Handles guest concerns promptly and courteously
• Assists guests with local entertainment, dining or transport information
• Maintains smooth information flow between guests and internal departments
• Ensures bedrooms, public areas and store rooms are ready on time
• Communicates effectively with other departments to minimize guest impact
• Maintains comfortable atmosphere in public areas (heating, lighting, music/TV)
• Balances financials at end of shift
• Generates sales and upsells products/services where possible
• Attends training and departmental meetings
• Wears full uniform and name badge with good personal hygiene
• Performs additional duties as needed by guests or management

Job description

Hotel Granada Johor Bahru is seeking a frontline Front Desk/Reception role in Australia to warmly welcome guests, register arrivals, and manage payments. You will maintain clean, orderly front desk areas and coordinate with other departments to ensure a seamless guest experience.

The position requires strong guest service skills, attention to detail, and the ability to upsell services while handling inquiries about local activities and transport.