Guest Engagement Officer

Furama Bukit Bintang; Kuala Lumpur; On-site; MYR 4,000 - 6,400; Full time

Job summary

Furama Bukit Bintang in Kuala Lumpur is seeking a front desk attendant to greet guests, manage check-in/check-out, and handle enquiries with a friendly and professional approach.

The role includes reservations, upselling rooms when possible, handling payments, and coordinating with Housekeeping to ensure smooth operations and guest satisfaction.

Qualifications

• Excellent customer service and communication skills.
• Professional demeanor and grooming.
• Ability to work in a fast-paced environment.

Responsibilities

• Attend to guests’ enquiries and requests on hotel facilities and services.
• Check-in and check-out guests; manage room reservations and upsell rooms.
• Handle payments and post transactions ensuring accuracy and accountability.
• Coordinate with Housekeeping and other departments for operational needs.
• Prepare guest registration, room assignments, and related administrative duties.
• Maintain guest parcels, mail, and messages and issue key cards as required.

Job description

To perform all front desk duties at level which meet or exceed guests’ expectations and is accordance to the policies, procedures and standards set by the Hotel.

Responsibility and Authority

Report duty on time and in full uniform. Keep smart and well-groomed at all times and maintain a friendly and cheerful attitude.

Attend to guests’ enquiries / requests on hotel facilities / services, tourist information / tours, bookings and reconfirmation of flights, sell stamps, self-service launderette tokens, photocopy service, foreign currencies and traveler’s cheque exchanges, safe deposit boxes and so on.

Send email, telefax and for guests.

Maintain parcels, mail and messages for the guests.

Maintain forwarding records of guest’s mail.

Carry out pre-arrival activities which include issuing meal and welcome drink coupons, fruit baskets, prepare guest registration cards, room assignment and any other requests.

Check-in and check-out guests.

Sell rooms to walk-in guests and take room reservations, up-sell rooms whenever possible.

Perform daily due-out, extension of stay, late checkout and no show procedures.

Carry out the Hotel procedure for different modes of payment cash, credit/charged card, corporate account and vouchers.

Post transactions to ensure accountability of guest’s expenses.

Sort and prepare documents for accounting and controlling purposes.

Issue key cards based on the established procedures.

Communicate with Housekeeping Department and other Departments for operational needs.

Count and balance cash float entrusted and perform proper handling and talking over based on the established procedure.

Handle complains and dispose of such complaints at the lowest possible level. Refer to superior when necessary.

Perform room and rate change based on established procedure.

Perform rooms’ discrepancy check based on the established procedure.

Perform related administrative duties.