Guest Experience Specialist

Capri by Fraser Johor Bahru; Johor Bahru; On-site; MYR 27,000 - 38,000; Full time

Job summary

Capri by Fraser Johor Bahru is seeking a Guest Relations Assistant to warmly welcome guests at check-in, assist with queries, and ensure a memorable stay. You will review VIP reservations, coordinate with housekeeping, and upsell rooms and services to enhance guest satisfaction and hotel revenue.

Proficiency in English and Bahasa Malaysia is required, with fresh graduates welcome and a diploma or degree in Hospitality Management.

Qualifications

• Previous experience in a customer service or guest-facing role within the hospitality industry.
• Fresh graduate are most welcome.
• Strong communication and interpersonal skills with the ability to interact with guests from diverse backgrounds
• Excellent problem-solving and decision-making abilities to handle guest requests efficiently
• Proficiency in English and Bahasa Malaysia, with the ability to converse in additional languages an advantage
• Diploma or degree in Hospitality Management or a related field

Responsibilities

• Welcome guests during check-in and bid them farewell at check-out.
• Deliver excellent customer service per hotel standards.
• Review VIP reservations and complete pre-arrival arrangements.
• Upsell rooms, facilities, services, dining, and packages.
• Maintain accurate guest records in the PMS.
• Coordinate with Housekeeping to ensure rooms are ready.
• Provide handovers to the incoming shift team.
• Handle guest complaints efficiently and without bias.
• Inform guests about facilities, services and promotions.
• Stay informed on rates, promotions and packages to assist guests and drive sales.
• Assist in achieving targets for guest satisfaction and upselling.
• Collaborate with other departments to ensure smooth operations and great guest experiences.

Skills

Communication

Interpersonal skills

Problem-solving

Education

Diploma or degree in Hospitality Management

Job description

Capri by Fraser Johor Bahru is seeking a Guest Relations Assistant to warmly welcome guests at check-in, assist with queries, and ensure a memorable stay. You will review VIP reservations, coordinate with housekeeping, and upsell rooms and services to enhance guest satisfaction and hotel revenue.

Proficiency in English and Bahasa Malaysia is required, with fresh graduates welcome and a diploma or degree in Hospitality Management.