Guest Experience Specialist

ibis, ibis Styles, ibis budget; Kuala Lumpur; On-site; MYR 25,000 - 38,000; Full time

Job summary

ibis in Kuala Lumpur is seeking a Front Office Associate to welcome guests, manage check-ins/outs and liaise with other departments to ensure a seamless stay. You will handle cashiering tasks, maintain guest history and promote hotel facilities to maximize guest satisfaction and revenue.

The role emphasizes accuracy, guest privacy and proactive service for all guests, including VIPs and loyalty members, in a fast-paced hospitality environment at Accor.

Qualifications

• Assist guests with check in and checkout, as well as cashiering duties.
• Review arrival lists and prepare compendiums prior to guests’ arrival and check-into system if necessary.
• Welcome guests on arrival, register and issue room keys according to departmental standards and procedures.
• Ensure that members consistently receive all benefits,and repeat guests and other VIP’s receive special recognition and service. Prepare and send welcome cards and amenities to room prior to guest arrival
• Liaise closely with other relevant departments to ensure that guests requests and needs are met
• Update and maintain repeat guest history system
• Promote Inter-Hotel sales and in-house facilities according to departmental standards to maximize revenue
• Handle guests’ complaints and comments tactfully and efficiently
• Handling guests’ mails, messages, and answering of phone calls
• Maintain the privacy and confidentiality of all guests by ensuring that no details of the guests are disclosed
• Be vigilant in regard to in-house credit matters and act upon any discrepancies
• Alert Security or Duty Manager of suspicious looking person(s) / articles

Job description

ibis in Kuala Lumpur is seeking a Front Office Associate to welcome guests, manage check-ins/outs and liaise with other departments to ensure a seamless stay. You will handle cashiering tasks, maintain guest history and promote hotel facilities to maximize guest satisfaction and revenue.

The role emphasizes accuracy, guest privacy and proactive service for all guests, including VIPs and loyalty members, in a fast-paced hospitality environment at Accor.