Assistant Front office

A'Famosa Group; Alor Gajah; On-site; MYR 20,000 - 100,000; Full time

Job summary

A hospitality company in Malaysia is seeking a front office associate to provide exceptional guest service and manage check-ins and check-outs. Responsibilities include welcoming guests, managing accounts, responding to needs, and collaborating with internal teams. The ideal candidate has strong interpersonal and communication skills with experience in customer service preferred. This role requires flexibility in hours, including working weekends and public holidays.

Qualifications

• Excellent interpersonal and communication skills.
• Ability to handle guest complaints professionally and calmly.
• Comfortable working with computer systems and hotel management software.
• Ability to work efficiently under pressure and in a fast-paced environment.
• Willingness to work flexible hours, including weekends and public holidays.
• Previous experience in a front office role or customer service is preferred but not required.

Responsibilities

• Greet guests with a friendly demeanor.
• Post charges to guest accounts accurately.
• Anticipate and respond to guest needs and requests.
• Assist guests with disabilities.
• Operate the switchboard efficiently.
• Assist in booking reservations.
• Collaborate with internal departments for a seamless experience.
• Follow all company policies and safety guidelines.
• Complete daily checklist duties.
• Willingness to work on weekends and public holidays.

Skills

Interpersonal skills

Communication skills

Ability to handle complaints

Comfortable with hotel management software

Ability to work under pressure

Flexibility in hours

Job description

* Greet guests with a friendly and sincere demeanor, ensuring they feel welcomed. Check-in guests upon arrival and check them out on departure, ensuring accuracy and efficiency.

2. Account Management:

• Post charges to appropriate guest accounts, ensuring accuracy in all financial transactions.

3. Guest Needs and Concerns:

• Anticipate and respond proactively to guests’ needs and special requests. Resolve guest problems and complaints with professionalism, aiming for total guest satisfaction.

4. Assisting Guests with Disabilities:

• Provide assistance to guests with disabilities, ensuring accessibility and comfort throughout their stay.

5. Switchboard Operations:

• Operate the switchboard efficiently, assisting with general inquiries and redirecting calls to relevant departments as needed.

6. Reservation Support:

• Assist the reservations manager with booking reservations, ensuring accuracy and smooth processing.

7. Internal Communication:

• Collaborate with internal departments (housekeeping, maintenance, etc.) to ensure a seamless guest experience & Provide feedback and updates to team members and management on guest issues or special requests.

8. Compliance:

• Follow all company policies and procedures, including safety guidelines, to ensure a safe and efficient working environment.

9. Daily Checklist:

• Perform duties as outlined in the daily checklist to ensure all tasks are completed in a timely and organized manner.

10. Shift and Weekend Work

• Willing to work on public holidays, weekends, and rotating shifts as required by the business.

Key Requirements:

• Excellent interpersonal and communication skills.
• Ability to handle guest complaints professionally and calmly.
• Comfortable working with computer systems and hotel management software.
• Ability to work efficiently under pressure and in a fast-paced environment.
• Willingness to work flexible hours, including weekends and public holidays.
• Previous experience in a front office role or customer service is preferred but not required.