Guest Experience Expert (At Your Service)

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

Job summary

MOXY Putrajaya is seeking a Guest Experience Expert (At Your Service) to be the voice of the hotel and a key driver of memorable guest experiences. You will act as central point of contact for guests, handling requests, resolving concerns, and coordinating with hotel departments to ensure a seamless stay across phone, email, chat, and mobile channels.

You will deliver warm, professional service, leveraging hotel technology and best practices to exceed guest expectations and foster loyalty.

Qualifications

• Experience in Front Office or Guest Services is advantageous.
• Strong communication skills and a professional telephone manner.
• Ability to multitask and stay organized in a fast-paced environment.

Responsibilities

• Answer and manage guest requests via phone, email, chat, and other channels.
• Operate the hotel switchboard and direct calls to departments.
• Process wake-up calls, relay messages, and handle guest communications.
• Log guest requests and service issues in hotel systems and coordinate follow-up.
• Liaise with Housekeeping, Engineering, Front Office, and other teams to fulfill requests.
• Follow up with guests to ensure needs are resolved and exceeded expectations.
• Provide information about hotel facilities, room features, local attractions, and services.
• Assist guests with internet connectivity and in-room entertainment.
• Deliver personalized service to enhance guest satisfaction and loyalty.

Skills

Guest services

Communication

Multitasking

Customer service

Problem solving

Tech systems

Hospitality knowledge

Tools

Hotel tech systems

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!