Guest Experience Lead - Front Office

Lotus Desaru Beach Resort & Spa Sdn. Bhd; Bandar Penawar; On-site; MYR 33,000 - 60,000; Full time

Job summary

Lotus Desaru Beach Resort & Spa Sdn. Bhd is seeking a proactive Front Office professional to manage daily operations, including guest check-in/check-out, registrations, and room assignments, ensuring a smooth arrival experience.

You will handle guest inquiries, coordinate with housekeeping and other departments, monitor occupancy, process charges, maintain guest records, and assist VIPs and groups in line with hotel standards.

Responsibilities

• Manage daily Front Office operations, including guest check-in, check-out, room assignments, and registration procedures.
• Provide professional and courteous service to guests, ensuring a positive guest experience throughout their stay.
• Handle guest enquiries, requests, feedback, and complaints promptly and professionally.
• Coordinate with Housekeeping, Maintenance, Security, F&B, Reservations, and other departments to ensure smooth hotel operations.
• Monitor room availability, occupancy, room status, and special guest arrangements.
• Process room charges, payments, deposits, refunds, and other guest transactions accurately.
• Maintain accurate guest records and ensure all registration and documentation requirements are properly completed.
• Handle telephone calls, emails, and other guest communications in a timely and professional manner.
• Assist with reservations, room changes, upgrades, special requests, and group bookings when required.
• Prepare and verify daily Front Office reports, cashiering records, and shift handover information.
• Ensure proper handling of cash, credit card transactions, and other payment methods in accordance with hotel procedures.
• Manage guest keys/cards and ensure proper security and confidentiality of guest information.
• Assist VIPs, long-stay guests, groups, and corporate clients according to hotel standards.
• Conduct proper shift handovers and communicate outstanding matters to the incoming team.
• Assist in handling emergency situations and follow the hotel's safety, security, and emergency procedures.
• Maintain a high standard of grooming, professional conduct, and customer service in accordance with hotel standards.
• Promote hotel facilities, services, room upgrades, packages, and other revenue-generating opportunities.
• Support Front Office management in achieving guest satisfaction, operational efficiency, and departmental targets.
• Perform any other duties and responsibilities assigned by the Front Office Manager or Management.

Job description

Lotus Desaru Beach Resort & Spa Sdn. Bhd is seeking a proactive Front Office professional to manage daily operations, including guest check-in/check-out, registrations, and room assignments, ensuring a smooth arrival experience.

You will handle guest inquiries, coordinate with housekeeping and other departments, monitor occupancy, process charges, maintain guest records, and assist VIPs and groups in line with hotel standards.