CUSTOMER SERVICE OFFICER

VIP Earnings Sdn Bhd.; Ipoh; On-site; MYR 24,000 - 36,000; Full time

Job summary

VIP Earnings Sdn Bhd in Ipoh is seeking a front desk receptionist to warmly greet guests, manage reservations, and handle check-in/check-out procedures efficiently.

You will process reservations via multiple channels, maintain records, and prepare daily occupancy reports while coordinating with housekeeping and other departments to ensure guest satisfaction.

Responsibilities

• Greet guests upon arrival with a warm, friendly demeanor.
• Process room reservations, modifications, and cancellations via phone, email, and online channels.
• Maintain up-to-date records in the hotel reservation system.
• Prepare daily reports, occupancy statistics, and other front desk documentation.
• Manage incoming and outgoing correspondence.
• Process payments, deposits, and refunds accurately.
• Balance cash drawer and end-of-shift reports.
• Ensure compliance with cash handling procedures and credit card security policies.
• Liaise with housekeeping and maintenance to track room availability and readiness.
• Notify other departments of special guest requests or requirements.
• Coordinate wake-up calls and delivery of guest messages or parcels.
• Ensure the front desk and lobby area remain clean, organized, and presentable.
• Restock brochures, maps, and promotional materials.
• Follow all safety and emergency procedures.
• Verify guest identification as needed.
• Maintain confidentiality of guest information.
• Assist guests with check-in and check-out procedures quickly and accurately.
• Issue room keys, explain hotel amenities, and provide directions as needed.
• Handle guest complaints or issues professionally and escalate when appropriate.
• Offer concierge services, including making restaurant bookings, arranging transportation, and recommending local attractions.

Job description

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• Greet guests upon arrival with a warm, friendly demeanor.

Reservations & Administration

• Process room reservations, modifications, and cancellations via phone, email, and online channels.
• Maintain up-to-date records in the hotel reservation system.
• Prepare daily reports, occupancy statistics, and other front desk documentation.
• Manage incoming and outgoing correspondence.

Cashiering & Financial Transactions

• Process payments, deposits, and refunds accurately.
• Balance cash drawer and end-of-shift reports.
• Ensure compliance with cash handling procedures and credit card security policies.

Communication & Coordination

• Liaise with housekeeping and maintenance to track room availability and readiness.
• Notify other departments of special guest requests or requirements.
• Coordinate wake-up calls and delivery of guest messages or parcels.

Reception Area Maintenance

• Ensure the front desk and lobby area remain clean, organized, and presentable.
• Restock brochures, maps, and promotional materials.

Safety & Security

• Follow all safety and emergency procedures.
• Verify guest identification as needed.
• Maintain confidentiality of guest information.
• Assist guests with check-in and check-out procedures quickly and accurately.
• Issue room keys, explain hotel amenities, and provide directions as needed.
• Handle guest complaints or issues professionally and escalat when appropriate.
• Offer concierge services, including making restaurant bookings, arranging transportation, and recommending local attractions.