Front Office Assistant

Riviera Suites Melaka; Malacca City; On-site; MYR 20,000 - 100,000; Full time

Job summary

A leading hotel in Malacca is seeking a Front Office Assistant to be the first point of contact for guests. This position requires excellent customer service skills, proficiency in hotel management systems, and the ability to multitask effectively. The successful candidate will manage check-ins/check-outs, respond to inquiries, and assist with concierge services, ensuring a welcoming atmosphere. Flexibility in working hours is essential, with previous experience in hospitality preferred.

Qualifications

• Experience in customer service or front desk role in hospitality preferred.
• Proficient in MS Office and hotel management systems.
• Strong communication and interpersonal skills.

Responsibilities

• Greet guests warmly and manage check-in/check-out processes.
• Handle reservations and provide concierge services.
• Maintain accurate records of guest information.

Skills

Customer service experience

MS Office proficiency

Excellent communication

Multitasking

Professional demeanor

Education

Diploma or certification in hospitality

Tools

Opera

Fidelio

Job description

We are seeking a friendly, professional, and customer‑focused Front Office Assistant to join our team. As the first point of contact for guests, you will play a key role in ensuring a positive guest experience through efficient check‑in/check‑out processes, accurate information sharing, and prompt issue resolution.

Key Responsibilities

• Greet and welcome guests with a warm and professional attitude.
• Manage guest check‑in and check‑out processes efficiently.
• Handle reservations, cancellations, and modifications using the hotel’s property management system (PMS).
• Respond to guest inquiries both in person and via phone/email.
• Assist guests with concierge services such as transportation, directions, and local recommendations.
• Maintain accurate records of guest information and transactions.
• Coordinate with housekeeping, maintenance, and other departments to ensure guest requests are fulfilled promptly.
• Handle billing, payments, and provide receipts to guests.
• Address guest complaints or concerns professionally and escalte when necessary.
• Ensure the front desk area is clean, organized, and presentable at all times.

Requirements

• Proven experience in a customer service or front desk role (hospitality industry preferred).
• Proficiency in MS Office and hotel management systems (e.g., Opera, Fidelio, or similar).
• Excellent communication and interpersonal skills.
• Strong multitasking and organizational abilities.
• Professional appearance and demeanor.
• Willing to work flexible shifts, including weekends and holidays.
• Diploma or certification in hospitality or related field is a plus.
• Fluency in English (additional languages are a plus).