Concierge Assistant

WIT Venture Sdn Bhd; Kuala Lumpur; On-site; MYR 40,000 - 58,000; Full time

Job summary

WIT Venture Sdn Bhd is seeking a Concierge Assistant to deliver attentive front-of-house services in line with our five-star standards. You will engage guests, assist with luggage, guide arrivals, manage self-service facilities, and ensure a welcoming lobby.

Motivated, proactive individuals who can anticipate needs, maintain cleanliness, and coordinate with front desk operations will thrive in this role. A strong focus on guest satisfaction and safety is essential.

Responsibilities

• Assist guests with luggage upon arrival and departure, ensuring careful and prompt handling.
• Guide guests to their rooms upon check-in and explain the room features, facilities, and available guest services.
• Arrange proper storage and retrieval of guest luggage in the designated luggage area.
• Maintain an accurate luggage log for all items received, stored, retrieved, and dispatched.
• Handle all guest belongings with care and report any damage, loss, or irregularity.
• Ensure the luggage storage area remains secure, clean, labelled, and organized.

Job description

The Concierge Assistant is responsible for delivering attentive, proactive, and personalized front-of-house services in accordance with the Company’s five-star hospitality standards. The role includes guest engagement, luggage handling, lobby management, valet support, and the daily care of smart hospitality and self-service facilities.

The position requires an alert, resourceful, service-oriented, and proactive individual who can anticipate guest needs, confidently engage with guests, obtain feedback on their stay, and take ownership of maintaining a clean, organized, and welcoming guest environment.

• Assist guests with luggage upon arrival and departure, ensuring careful and prompt handling.
• Guide guests to their rooms upon check-in and explain the room features, facilities, and available guest services.
• Arrange the proper storage and retrieval of guest luggage in the designated luggage area.
• Maintain an accurate luggage log for all items received, stored, retrieved, and dispatched.
• Handle all guest belongings with care and immediately report any damage, loss, or irregularity.
• Ensure the taska and luggage storage area remains secure, clean, properly labelled, and well organized at all times.

B. Lobby & Front-of-House Duties

• Maintain a visible, alert, approachable, and welcoming presence in the lobby throughout the shift.
• Open doors and courteously assist guests entering or leaving the premises.
• Direct guests to rooms, reception, restaurants, facilities, transportation points, and other areas.
• Regularly inspect the lobby, entrance, seating areas, promotional materials, digital displays, and guest facilities.
• Maintain a clean, organized, presentable, and guest-ready lobby environment at all times.
• Carry out basic cleaning, tidying, and rearrangement whenever required instead of waiting for another department.
• Monitor lobby ambience and immediately report any cleanliness, maintenance, safety, or presentation deficiencies.
• Assist in managing pedestrian and vehicular traffic at the main entrance where applicable.
• Ensure all front-of-house areas consistently meet the Company’s five-star hospitality and presentation standards.

C. Guest Services & Proactive Engagement

• Proactively approach guests to offer assistance instead of waiting for guests to request help.
• Respond promptly, courteously, and professionally to guest enquiries, requests, and general assistance.
• Engage with guests during their stay and upon departure to obtain feedback regarding their room, facilities, services, and overall experience.
• Record and communicate guest comments, preferences, complaints, and feedback accurately to the Duty Manager or relevant party and department.
• Take immediate action on guest concerns within the employee’s authority and follow up until the matter is resolved or properly handed over.
• Assist guests with directions, transportation arrangements, local information, and other reasonable requests.
• Deliver packages, parcels, messages, amenities, and other items to guest rooms if required.
• Run errands for guests or the Front Office as instructed by the supervisor.
• Recognize guest preferences and provide personalized assistance to enhance the overall guest experience.
• Encourage genuinely satisfied guests to leave a five-star online review through the appropriate platform in a polite and non-pressuring manner.
• Create a warm, personalized, and memorable arrival and departure experience that reflects the Company’s five-star hospitality standards.

D. Smart Hospitality & Self-Service Facilities

• Guide and encourage guests to use the Smart Kiosk for check-in and check-out.
• Provide hands-on assistance to guests using the Smart Kiosk to ensure a smooth and convenient experience.
• Conduct routine operational checks on Smart Kiosks, vending machines, ice cream machines, luggage lockers, and other self-service facilities.
• Personally refill products, ingredients, consumables, packaging, and other supplies according to the required schedule and minimum stock level.
• Ensure all products are properly arranged, clearly displayed, correctly priced, and within their expiry dates.
• Maintain the cleanliness and presentation of all machines, storage areas, service equipment, and surrounding spaces.
• Monitor stock levels and maintain accurate replenishment, inventory, cleaning, expiry-date, and machine-condition records.
• Immediately report and follow up on technical faults, payment issues, damaged products, incorrect information, low stock, or service interruptions.
• Coordinate with the relevant departments or vendors for maintenance, replenishment, repairs, and issue resolution where required.
• Take ownership of ensuring all self-service facilities remain operational, clean, hygienic, well-stocked, organized, and guest-ready throughout the shift.

E. Valet Parking Services

• Welcome arriving and departing guests with a courteous and professional attitude.
• Assist with valet parking operations in accordance with the Company’s SOPs.
• Coordinate vehicle parking and retrieval efficiently to minimize guest waiting time.
• Ensure all vehicle movements, keys, and relevant information are properly recorded.
• Handle guest vehicles and keys responsibly and immediately report any damage, incident, or discrepancy.
• Maintain the cleanliness, safety, and organization of the valet counter, driveway, and parking area.
• Assist in managing traffic flow at the main entrance during busy periods.

F. Coordination, Communication & Reporting

• Coordinate closely with the Front Office, Housekeeping, Maintenance, Security, and other relevant departments to ensure smooth guest service.
• Maintain clear and professional radio or walkie-talkie communication during the shift.
• Communicate pending guest requests, incidents, machine issues, stock shortages, and outstanding tasks during shift handovers.
• Update the daily task log, guest feedback record, stock record, and handover report accurately at the end of each shift.
• Follow up with the relevant department until reported guest concerns, maintenance issues, or operational deficiencies are resolved.
• Attend daily briefings and provide relevant updates on guest matters and operational conditions.

G. Security & Safety

• Remain vigilant and immediately report suspicious persons, activities, unattended items, or security concerns.
• Ensure only authorized persons are permitted to access guest floors, luggage storage, and restricted areas.
• Report maintenance defects, hazards, damaged equipment, spills, or safety concerns observed in common areas.
• Assist in emergency procedures, including evacuation, medical incidents, fire safety, and crowd control.
• Follow all Company safety, security, loss prevention, and incident-reporting procedures.
• Protect guest privacy, personal information, belongings, and room details at all times.

H. Grooming, Conduct & General Duties

• Maintain a clean, well-groomed, and professional attire in accordance with the Company’s five-star grooming standards.
• Wear the prescribed uniform and name tag properly throughout working hours.
• Demonstrate a smart, alert, resourceful, proactive, and service-oriented attitude at all times.
• Anticipate guest needs and take appropriate action without waiting for repeated instructions.
• Maintain professional conduct, positive body language, and courteous communication with guests and colleagues.
• Attend training sessions, operational briefings, and service-standard programmes as required.
• Comply with all Company policies, SOPs, service standards, and operational requirements.
• Perform any other duties and responsibilities assigned by Management from time to time.

We strive for continuous improvement to foster long-term careers and supporting our people in achieving their professional goals.

Over the years, the Company has successfully delivered a diverse portfolio of prestigious projects, encompassing luxury hotels, high-end residential developments, corporate offices for multinational organizations, as well as facilities for government ministries, universities and hospitals. Our strong focus on understanding client requirements and our commitment to delivering excellence have fostered long-term client relationships and a high level of repeat business.

We strive for continuous improvement to foster long-term careers and supporting our people in achieving their professional goals.

Over the years, the Company has successfully delivered a diverse portfolio of prestigious projects, encompassing luxury hotels, high-end residential developments, corporate offices for multinational organizations, as well as facilities for government ministries, universities and hospitals. Our strong focus on understanding client requirements and our commitment to delivering excellence have fostered long-term client relationships and a high level of repeat business.