Front Desk Officer (Chinese Speaking)

Pan Borneo Hotel Kota Kinabalu; West Coast Division; On-site; MYR 39,000 - 58,000; Full time

Job summary

Pan Borneo Hotel Kota Kinabalu, a 4-star hotel located in One Place Mall, Kota Kinabalu, Sabah, is seeking a Front Desk Agent to greet guests and manage check-ins/outs with warmth and professionalism.

You will communicate in Chinese, English and Bahasa Melayu, handle reservations, payments, inquiries, and coordinate with housekeeping and other departments to ensure smooth operations. Join a team that values reliability, strong work ethic, and exceptional customer service.

Qualifications

• Fluency in Chinese (Mandarin or Cantonese), English and Bahasa Melayu, both written and spoken.
• Previous front desk or customer service experience in hospitality.
• Strong interpersonal and communication skills to engage guests from diverse backgrounds.
• Professional demeanor and grooming suitable for a hotel environment.
• Proficiency with computer systems and hotel PMS (training provided).
• Excellent organizational skills with the ability to multitask and manage priorities.
• Problem-solving abilities with a proactive guest-service approach.
• Ability to work flexible shifts, including evenings, weekends and public holidays.
• Passion for hospitality and delivering exceptional service.
• Reliability and punctuality.

Responsibilities

• Welcome guests at arrival and departure with warmth and professionalism.
• Process efficient and accurate check-ins and check-outs using the hotel PMS.
• Assist guests with inquiries and requests, providing information on facilities and local attractions.
• Manage room reservations and coordinate with other departments to ensure smooth operations.
• Handle payments and transactions at the front desk with accuracy.
• Maintain a clean, organized, and presentable front desk area.
• Answer phone calls and direct them to appropriate departments or staff.
• Provide concierge services with dining, entertainment and sightseeing recommendations.
• Coordinate with housekeeping, maintenance and other teams to address guest needs.
• Record and report maintenance, security concerns, or incidents to management.
• Support colleagues to deliver consistent service excellence.

Skills

Front desk experience

PMS software

Multilingual (CN/EN/BM)

Customer service

Communication skills

Professional grooming

Flexibility with shifts

Tools

Property Management System (PMS)

Job description

Greeting guests with warmth and professionalism upon arrival and departure, ensuring a welcoming atmosphere

Processing guest check-ins and check-outs efficiently and accurately, utilising the hotel's property management system

Communicating with guests in Chinese, English and Bahasa Melayu to provide information about hotel facilities, services and local attractions

Handling guest inquiries and requests promptly, resolving issues with courtesy and discretion

Managing room reservations and coordinating with other hotel departments to ensure smooth operations

Processing payments and managing financial transactions at the front desk with accuracy

Maintaining the front desk area to ensure it is clean, organised and presentable at all times

Answering incoming calls and directing them to the appropriate departments or personnel

Assisting with concierge services, including providing recommendations for dining, entertainment and sightseeing

Coordinating with housekeeping, maintenance and other departments to address guest needs and concerns

Recording and reporting any maintenance issues, security concerns or unusual incidents to management

Contributing to a positive team environment and supporting colleagues to deliver consistent service excellence

Candidate Requirements

• Fluency in Chinese (Mandarin or Cantonese), English and Bahasa Melayu, both written and spoken
• Previous experience working in a front desk, reception or customer service role within the hospitality industry
• Strong interpersonal and communication skills with the ability to engage guests from diverse backgrounds
• Professional demeanour and polished grooming suitable for a hotel environment
• Proficiency with computer systems and hotel property management software (training will be provided)
• Excellent organisational skills with the ability to multitask and manage competing priorities
• Problem-solving abilities and a proactive approach to addressing guest concerns
• Flexibility to work shifts, including evenings, weekends and public holidays as required
• A genuine passion for hospitality and commitment to delivering exceptional customer service
• Reliability, punctuality and a strong work ethic

Pan Borneo Hotel Kota Kinabalu is a 4-star hotel within One Place Mall, only 10 minutes' drive away from the Kota Kinabalu International Airport and 20 minutes' drive to Kota Kinabalu city centre. The hotel's contemporary and sleek architecture appeals to leisure and business travelers. The hotel has 320 guestrooms, offering a comprehensive range of banqueting, conference and meeting facilities, dining choices and recreational facilities.

Pan Borneo Hotel Kota Kinabalu is a 4-star hotel within One Place Mall, only 10 minutes' drive away from the Kota Kinabalu International Airport and 20 minutes' drive to Kota Kinabalu city centre. The hotel's contemporary and sleek architecture appeals to leisure and business travelers. The hotel has 320 guestrooms, offering a comprehensive range of banqueting, conference and meeting facilities, dining choices and recreational facilities.