Guest Experience Ambassador - Multilingual Front Desk

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

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.