Guest Experience Expert

Courtyard by Marriott Kuala Lumpur South; Kuala Lumpur; On-site; MYR 22,000 - 33,000; Full time

Job summary

Courtyard by Marriott Kuala Lumpur South is seeking a Guest Experience Expert to warmly welcome guests, manage check-in and check-out, and handle room inquiries and reservations. You will answer calls, respond to questions, process payments, and keep accurate records in the hotel systems.

You will coordinate with housekeeping and other departments, assist with guest requests, and ensure the lobby and reception remain tidy and presentable while delivering courteous, efficient service in line with

Qualifications

• Strong customer service and communication skills for guest interactions.
• Experience with receptionist duties and phone etiquette.
• Data entry and documentation using hotel PMS or property systems.
• Ability to multitask in a fast-paced hotel lobby.
• Basic computer literacy and MS Office familiarity.
• Front office systems experience is preferred.
• Willingness to work shifts, weekends, and holidays.
• Fluency in English; other languages are a plus.

Responsibilities

• Welcome guests, manage check-in and check-out procedures.
• Answer and direct phone calls, respond to guest questions.
• Process payments and maintain accurate records in hotel systems.
• Coordinate with housekeeping and other departments.
• Assist with guest requests and resolve issues.
• Ensure lobby and reception areas are tidy and presentable.
• Deliver courteous, efficient, and professional service per Marriott standards.

Skills

Customer service

Communication

Reception duties

Data entry

MS Office

Front office systems

Hospitality experience

Shift work

English fluency

Job description

Company Description

Courtyard by Marriott Kuala Lumpur South is a hotel at Old Klang Road, part of the global Marriott Bonvoy portfolio. The hotel is designed to offer guests everything they need to stay productive, comfortable, and connected while traveling. As a member of a well-recognized international brand, the property emphasizes service excellence and a welcoming atmosphere. Team members are encouraged to bring passion to their work and help create memorable guest experiences that move people forward in their journeys.

Role Description

The Guest Experience Expert is responsible for welcoming guests, managing check-in and check-out procedures, and handling room inquiries and reservations. Daily tasks include answering and directing phone calls, responding to guest questions, processing payments, and maintaining accurate records in the hotel's systems. The role also involves coordinating with housekeeping and other departments, assisting with guest requests and issues, and ensuring the lobby and reception areas are tidy and presentable. The Guest Experience Expert is expected to deliver courteous, efficient, and professional service at all times in alignment with Courtyard by Marriott standards.

Qualifications

• Strong customer service and communication skills, with the ability to interact professionally and courteously with guests and colleagues.
• Proficiency in receptionist duties and phone etiquette, including managing calls, directing inquiries, and providing clear information.
• Clerical skills such as data entry, filing, handling documentation, and working with reservation or property management systems.
• Ability to manage multiple tasks, prioritize effectively, and maintain attention to detail in a fast-paced environment.
• Basic computer literacy (e.g., MS Office and hotel front office systems) and comfort working with digital tools.
• Previous experience in hospitality, front office, or customer-facing roles is an advantage but not mandatory.
• Willingness to work shifts, weekends, and public holidays as required by hotel operations.
• Fluency in English; additional language skills relevant to local or international guests are a plus.