Guest Experience Lead: Front Desk & Reservations

GLORYHALL HOTEL SDN BHD; Sepang; On-site; MYR 28,000 - 50,000; Full time

Benefits offered by this job

EPF/SOCSO/EIS

Annual leave

Medical leave

Public holiday entitlement

Uniform provided

Training & career development

Performance incentive & bonus

Friendly and supportive environment

Job summary

GLORYHALL HOTEL SDN BHD in Selangor is seeking a courteous Front Desk Executive to greet guests, manage check-ins/outs, and handle reservations with precision. You will provide accurate information on rooms and facilities while upholding service standards.

The role requires strong English and Bahasa Malaysia, familiarity with PMS systems such as Ezee Absolute/Ezee FrontDesk, and a willingness to work rotating shifts including weekends and holidays.

Qualifications

• Experience in hotel front office, guest services, or receptionist roles is preferred.
• Fresh graduates with a positive attitude and willingness to learn are encouraged to apply.
• Experience with hotel reservation systems such as Ezee Absolute or Ezee FrontDesk is an advantage.

Responsibilities

• Handle guest check-in and check-out procedures efficiently and professionally.
• Manage reservations through phone calls, emails, walk-ins, and online booking platforms.
• Welcome guests warmly and provide exceptional customer service throughout their stay.
• Register guests and verify booking details, identification, and payment information.
• Provide accurate information regarding room types, rates, hotel facilities, services, and local attractions.
• Process guest payments and issue invoices/receipts accurately.
• Respond to guest inquiries, requests, and complaints promptly and professionally.
• Coordinate with housekeeping and maintenance teams to ensure rooms are ready and maintained to hotel standards.
• Monitor room availability and update reservation records in the hotel management system.
• Confirm group bookings and coordinate special arrangements, meetings, and event requirements.
• Promote and upsell room upgrades, hotel packages, and additional services.
• Maintain accurate records of guest information, bookings, and payments.
• Ensure compliance with hotel policies, operational procedures, and service standards.

Skills

Customer service

Communication skills

Multitasking

Problem solving

Tools

Ezee Absolute

Ezee FrontDesk

PMS software

Booking.com

Agoda

Expedia

Traveloka

Job description

GLORYHALL HOTEL SDN BHD in Selangor is seeking a courteous Front Desk Executive to greet guests, manage check-ins/outs, and handle reservations with precision. You will provide accurate information on rooms and facilities while upholding service standards.

The role requires strong English and Bahasa Malaysia, familiarity with PMS systems such as Ezee Absolute/Ezee FrontDesk, and a willingness to work rotating shifts including weekends and holidays.