Airport Guest Experience Specialist

Kepler; Sepang; On-site; MYR 36,000 - 48,000; Full time

Job summary

Kepler is seeking a Guest Relations Officer to join the team at Kuala Lumpur International Airport. The role focuses on welcoming guests, guiding them through check-in, allocating cabins, and ensuring a smooth and courteous service experience in line with company standards.

You will handle payments, monitor cabin cleanliness, and maintain effective communication with guests to collect feedback and resolve any issues promptly.

Qualifications

• Diploma or bachelor's degree required.
• Proficiency in Microsoft Office (Excel, Word, PowerPoint, etc.).
• Strong organisational skills are essential.
• Good command of English is required.

Responsibilities

• Welcoming and directing guests, and assisting them during the check-in process
• Allocating cabins/rooms to guests and tracking usage times in the system
• Informing guests when their time is about to expire, managing extension requests and carrying out check‑out controls
• Providing fast, courteous and solution‑oriented service in line with guests' needs and questions
• Processing payments, recording them in the system and issuing receipts/invoices
• Regularly checking the cleanliness, tidiness and equipment of cabins, rooms and common areas (showers, washrooms, lounge area), and reporting any shortages or faults to the relevant teams
• Ensuring the accommodation area is always clean, well‑maintained and presented in line with company standards
• Communicating proactively with guests to collect feedback, resolving complaints before they escape and reporting to managers when necessary
• Complying with uniform, appearance and personal hygiene standards
• Supporting guests with special needs and requests related to their stay

Skills

Good command of English

Strong organisational skills

Education

Diploma or Bachelor's degree

Tools

Microsoft Office

Job description

Kepler is seeking a Guest Relations Officer to join the team at Kuala Lumpur International Airport. The role focuses on welcoming guests, guiding them through check-in, allocating cabins, and ensuring a smooth and courteous service experience in line with company standards.

You will handle payments, monitor cabin cleanliness, and maintain effective communication with guests to collect feedback and resolve any issues promptly.