Front Office Assistant

InterContinental Hotels Group; Kuala Lumpur; On-site; MYR 20,000 - 100,000; Full time

Job summary

A leading hotel chain in Kuala Lumpur is looking for a Front Desk Associate to create memorable experiences for guests. Responsibilities include managing check-ins, addressing guest inquiries, and promoting hotel services. The ideal candidate should possess excellent communication skills, flexibility in work hours, and have experience in a guest service role. This position offers opportunities for personal and professional growth within a renowned hospitality brand.

Qualifications

• Strong communication skills to engage with guests effectively.
• Ability to resolve issues and enhance guest experiences.
• Fluency in the local language; additional languages are a plus.
• Tech-savvy with good reading and writing skills.
• Willingness to work flexible hours, including nights and weekends.
• Previous experience in a front desk or guest service role preferred.
• Ability to lift, push, and pull objects up to 50 lbs.

Responsibilities

• Welcome guests and manage check-in and check-out procedures.
• Handle guest inquiries and provide information on hotel services.
• Manage bookings and identify up-selling opportunities.
• Maintain adherence to hotel policies and standards.

Skills

Communication skills

Problem-solving skills

Fluency in local language

Literate and tech-savvy

Flexibility

Experience in guest service

Strength to lift heavy objects

Education

High school diploma

Job description

• Be the warm welcome that sets the tone for a memorable guest experience, demonstrating genuine hospitality and professionalism.
• Acknowledge and prioritize IHG Rewards Club members, VIPs, and returning guests, both in person and on the phone.
• Take and manage guest bookings with accuracy, identifying up-selling opportunities to enhance guest stays by promoting hotel services, amenities, and packages.
• Maintain a deep understanding of and adhere to IHG Brand Standards, hotel policies, and operational processes to deliver consistent and high-quality service.
• Handle cash, credit, and digital transactions with precision, ensuring all processes align with hotel financial policies.
• Facilitate seamless check-in and check-out experiences, including verifying IDs, issuing room keys, and managing safety deposit boxes securely.
• Coordinate with housekeeping to confirm room readiness and update the Property Management System (PMS) with any changes or room allocations.
• Assist in managing guest inquiries, messages, and complaints, ensuring timely responses and escalating to management when required.
• Anticipate and fulfill guest needs by recording and acting on preferences, special requests, or recurring concerns to create personalized experiences.
• Provide accurate information on local attractions, transportation, and hotel amenities to enrich the guest's stay.
• Follow all safety and emergency procedures, including reporting incidents promptly.
• Stay trained on hotel emergency protocols and assist guests during evacuations or other critical situations.
• Collaborate with other departments to ensure seamless communication and exceptional service delivery.
• Step in to support colleagues with ad-hoc duties as needed, fostering a team-oriented work environment.
• Actively participate in team briefings, training sessions, and performance discussions to enhance personal and departmental growth.
• Represent the hotel brand with pride by maintaining a polished appearance and professional demeanor at all times.
• Always stay informed of the day’s events, activities, and occupancy levels to provide accurate and timely information to guests.
• Assist with administrative duties, including filing, preparing reports, and maintaining an organized workspace.
• Monitor and replenish front desk supplies, such as registration cards, brochures, and stationery.
• Assist with managing incoming and outgoing guest mail, package deliveries, and courier services.
• Conduct follow-ups with guests during and after their stay to ensure satisfaction and address any unresolved concerns.
• Support loyalty program initiatives by encouraging enrollment and educating guests about program benefits.

What We Need From You

• Communication skills - Guests will approach you with both concerns and compliments, so you’ll need to be easy to talk to.
• Your problem-solving skills will turn issues into opportunities so every guest leaves with great memories.
• Fluency in the local language - extra language skills would be great, but not essential.
• Literate and tech-savvy - you’ll need a good grasp of reading, writing, basic maths and computers.
• Flexibility - night, weekend and holiday shifts are all part of the job.
• You’ll have a high school diploma or qualification. A college or university degree would be a bonus, but not essential.
• Experience - ideally you’ll have spent at least one year in a front desk or guest service position.
• Strength - sometimes you’ll need to lift, push and pull big objects up to 50lbs (23 kg). This can involve bending and kneeling.

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