Damai Lagoon Resort - Senior Guest Service Assistant

SEDC GLOBAL BUSINESS SERVICES SDN. BHD.; Kuching; On-site; MYR 20,000 - 100,000; Full time

Job summary

A prominent hospitality service provider in Kuching, Malaysia, is seeking a dedicated Front Office Executive. This role involves guest relations, financial handling, and operational coordination. The ideal candidate has at least 2–3 years of experience in a hotel environment, excellent English communication skills, and proficiency in Hotel Management Systems. A diploma in Hospitality Management is required, along with a professional demeanor and problem-solving mindset. The company values warmth and professionalism, providing an exceptional experience for guests.

Qualifications

• Minimum 2–3 years of experience in a Hotel Front Office environment.
• Excellent command of English; additional languages are a plus.
• Proficiency in handling guest ledgers and foreign exchange.

Responsibilities

• Welcoming guests and ensuring accurate guest registration.
• Maintaining knowledge of hotel facilities and attractions.
• Handling cash transactions with accuracy.

Skills

Guest Relations

Service Excellence

Conflict Resolution

Operational Coordination

Technical Skills

Education

Diploma in Hospitality Management

Certifications in Customer Service

Tools

Hotel Management Systems

Job description

Responsibilities

• Guest Relations & Registration: Welcoming guests, managing professional check-in/check-out procedures, and ensuring accurate guest registration and payment methods.
• Service Excellence: Maintaining a deep knowledge of room types, rates, hotel facilities, and local attractions to provide personalized recommendations and "upsell" services.
• Financial Integrity: Handling cash transactions, foreign currency exchange, and credit policies with 100% accuracy. You will manage a personal float and ensure all charges are posted correctly.
• Conflict Resolution: Acting as a primary point of contact for guest inquiries and complaints, resolving issues tactfully or escalating them to the Duty Manager when necessary.
• Operational Coordination: Coordinating with Housekeeping to verify room statuses and ensuring all front office equipment and systems are running smoothly.
• VIP Handling: Managing pre-registration for VIPs and recognizing repeat or long-staying guests to provide a personalized touch.
• Safety & Compliance: Adhering to strict key-control standards, safe-deposit box procedures, and hotel fire/emergency protocols.

Requirements

Experience: Minimum 2–3 years of experience in a Hotel Front Office environment.

Communication: Excellent command of English (additional languages are a plus) and professional telephone etiquette.

Technical Skills: Proficiency in Hotel Management Systems (PMS) and strong numeracy skills for handling guest ledgers and foreign exchange.

Professionalism: Impeccable grooming, a personable demeanor, and the ability to remain calm under pressure.

Knowledge: Familiarity with credit card processing, cash-handling procedures, and local tourism.

Mindset: A proactive problem-solver who embodies the Damai Pledge values of warmth and professionalism.

Educational Background

• Minimum Diploma in Hospitality Management, Tourism, Business Administration, or related field.
• Additional certifications in customer service or front office operations are beneficial.