Guest Experience Expert (At Your Service)

Moxy Putrajaya; Putrajaya; On-site; MYR 33,000 - 56,000; Full time

Job summary

Moxy Putrajaya is seeking an energetic Guest Experience Expert (At Your Service) to be the voice of the hotel and deliver memorable guest experiences. You will handle requests, resolve concerns, and coordinate with hotel departments to ensure seamless stays across phone, email, chat, and mobile channels.

As part of our MOXY Crew, you’ll welcome guests, provide information about facilities and local attractions, assist with connectivity and room services, and follow up to exceed expectations.

Qualifications

• Excellent communication and interpersonal skills.
• Ability to multitask and stay organized in a fast-paced environment.
• Passion for hospitality and delivering guest experiences.

Responsibilities

• Answer guest inquiries via phone, email, chat, and other channels.
• Operate hotel switchboard and direct calls to the right departments.
• Log guest requests and coordinate with housekeeping, engineering and front office.

Skills

Strong communication

Multitasking

Customer service

Hospitality

Job description

At Moxy, we're not just answering calls, we're creating connections. We're looking for an energetic, service-driven, and guest-focused Guest Experience Expert (At Your Service) to be the voice of the hotel and a key part of delivering memorable guest experiences.

As an At Your Service Expert, you'll serve as the central point of contact for guests, handling requests, resolving concerns, and coordinating with hotel departments to ensure every stay is seamless and enjoyable. Whether assisting through phone, email, chat or mobile communication, you'll bring the Moxy personality to every interaction.

What You'll Do

• Answer and manage guest requests, inquiries, and concerns via telephone, email, chat, and other communication channels.
• Operate the hotel switchboard and efficiently direct calls to the appropriate departments.
• Process wake-up calls, record and relay messages accurately, and handle guest communications professionally.
• Log guest requests and service issues into hotel systems and coordinate follow-up with relevant departments.
• Liaise with Housekeeping, Engineering, Front Office, and other teams to ensure prompt request fulfillment.
• Follow up with guests to confirm their needs have been successfully resolved and expectations exceeded.
• Provide information about hotel facilities, room features, local attractions, and services.
• Process record transactions where applicable.
• Assist guests with internet connectivity, in-room entertainment systems, and general technology support.
• Maintain accurate records and complete operational reports as required.
• Deliver personalized service that enhances guest satisfaction and strengthens loyalty.

What Makes You a Great Fit

• Passion for hospitality and delivering exceptional guest experiences.
• Strong communication skills with a warm and professional telephone manner.
• Excellent multitasking and organizational abilities.
• Ability to remain calm and solution-focused in a fast-paced environment.
• Strong attention to detail and follow-through.
• Comfortable using hotel technology systems and communication platforms.
• Previous experience in Front Office, Guest Services, Call Center, or Hospitality Operations is an advantage.

Why You'll Love MOXY

At Moxy, we hire for personality. We're looking for individuals who are confident, approachable, and passionate about creating experiences that guests remember. If you enjoy connecting with people, solving problems, and bringing positive energy to every interaction, you'll fit right in with our Crew.

Ready to be the voice behind exceptional guest experiences? Join #MoxyCrew today!