Front Office Assistant

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

Job summary

A leading hotel brand in Kuala Lumpur seeks a Front Desk Assistant to deliver exceptional guest experiences. You will welcome guests, manage bookings, and provide local insights while adhering to brand standards. Ideal candidates should possess strong communication and problem-solving skills, with flexibility for various shifts.

Qualifications

• Fluency in the local language; extra language skills are great.
• Experience in front desk or guest service position for at least one year.
• Tech-savvy with basic maths and literacy.

Responsibilities

• Handle guest inquiries, bookings, and complaints with accuracy.
• Facilitate seamless check-in and check-out experiences.
• Promote hotel services and manage cash transactions.

Skills

Communication

Problem Solving

Flexibility

Customer Service

Education

High School Diploma

College or University Degree

Job description

The moment a guest steps into one of our hotels, they walk into a genuinely memorable experience. As a Front Desk Assistant, you’ll not only be the person they rely on to handle transactions, offer local insights and anticipate every detail of a friction-free experience. You’ll also create the warm atmosphere that makes our guests feel at home in any location.

Your Day To Day

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.

How Do I Deliver This?

We genuinely care about people and we show this through living out our promise of True Hospitality each and every day. It’s what connects every colleague in all IHG hotels.

Each IHG hotel brand delivers True Hospitality in their own way, and at the heart of it all are specific, core service skills.

True Attitude: being caring, wanting to make a positive difference, and building genuine connections with guests.

True Confidence: having the knowledge and skills to perform your role, and giving guests the confidence that they can trust you, to help and support them during their stay.

True Listening: focusing on what your guest is saying, picking up on body language that is often overlooked, and understanding what the guest wants and needs.

True Responsiveness: is about providing guests with what they need, and doing so in a timely and caring manner.

There’s so much more to the job than we can capture here. It’s simply about creating great experiences, doing the right thing and understanding people.

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