Guest Experience Expert / Front Office Agent

Courtyard by Marriott Kuala Lumpur South; Kuala Lumpur; On-site; MYR 30,000 - 46,000; Full time

Job summary

The Guest Experience Expert / Front Office Agent at Courtyard by Marriott Kuala Lumpur South welcomes guests, performs check-in and check-out, and handles reservations with precision while promoting Marriott loyalty programs. You will coordinate with other departments to resolve issues and ensure a smooth guest journey, while maintaining brand standards and delivering personalized service.

This full-time, on-site role requires strong communication, a professional appearance, and the ability to

Qualifications

• Ability to perform core front office and receptionist duties, including managing the front desk environment and supporting daily lobby operations.
• Proficiency in guest check-in and check-out processes, reservations handling, and basic payment and billing procedures.
• Strong customer service skills, with a focus on creating welcoming experiences and resolving guest concerns effectively.
• Excellent communication skills, both verbal and written, with the ability to interact confidently and respectfully with diverse guests and colleagues.
• Previous experience in front office, hospitality, or customer-facing roles is an advantage.
• Comfort with hotel management systems and basic computer applications.
• Ability to work varied shifts, including weekends and holidays, and remain calm in a fast-paced environment.
• Professional appearance, reliability, and a strong commitment to Marriott’s service standards and guest satisfaction.

Responsibilities

• Welcome guests and handle check-in/check-out procedures, ensuring accuracy of records and payments.
• Manage reservations and payments with accuracy and courtesy.
• Address guest inquiries and resolve issues by coordinating with other hotel departments.
• Promote hotel facilities, loyalty programs, and local area information to enhance the guest experience.
• Uphold Marriott brand standards in all guest interactions and service delivery.

Skills

Front desk duties

Check-in/out procedures

Customer service

Communication skills

Hospitality experience

Hotel management systems

Work varied shifts

Professional appearance

Job description

Company Description

Courtyard by Marriott Kuala Lumpur South is a newly debuted hotel located along Old Klang Road, part of the global Marriott Bonvoy portfolio. The property is designed to provide guests with everything they need to stay productive, relaxed, and connected while traveling. Team members are encouraged to bring their passion for hospitality to create memorable stays and genuine experiences. As part of Marriott International, the hotel offers access to established service standards, professional development, and global brand recognition for hospitality professionals.

Role Description

The Guest Experience Expert / Front Office Agent is a full-time, on-site role based in Greater Kuala Lumpur. This role is responsible for welcoming guests, handling check-in and check-out procedures, managing reservations, and addressing guest inquiries at the front desk. The Guest Experience Expert / Front Office Agent will provide personalized customer service, resolve issues promptly, and coordinate with other hotel departments to ensure a smooth guest journey. Daily tasks include processing payments, maintaining accurate records, answering calls and messages, and upholding Marriott brand standards in guest interactions. The role also involves promoting hotel facilities, loyalty programs, and local area information to enhance the overall guest experience.

Qualifications

• Ability to perform core front office and receptionist duties, including managing the front desk environment and supporting daily lobby operations.
• Proficiency in guest check-in and check-out processes, reservations handling, and basic payment and billing procedures.
• Strong customer service skills, with a focus on creating welcoming experiences and resolving guest concerns effectively.
• Excellent communication skills, both verbal and written, with the ability to interact confidently and respectfully with diverse guests and colleagues.
• Previous experience in front office, hospitality, or customer-facing roles is an advantage.
• Comfort with hotel management systems and basic computer applications.
• Ability to work varied shifts, including weekends and holidays, and remain calm in a fast-paced environment.
• Professional appearance, reliability, and a strong commitment to Marriott’s service standards and guest satisfaction.