Guest Experience Specialist

Kozi Square Sdn Bhd; Kuching; On-site; MYR 22,000 - 39,000; Full time

Job summary

Regatta Suites in Kuching, Sarawak, is seeking a Guest Service Assistant to be the first point of contact for guests and ensure a smooth, memorable experience from arrival to departure.

The role involves front desk operations, reservations, guest requests, and coordinating with Housekeeping and other departments to deliver exceptional service. A relevant hospitality qualification and strong English & Bahasa Malaysia are preferred.

Qualifications

• Certificate, Diploma, or Bachelor's Degree in Hospitality Management, Hotel Management, Tourism, or a related field.

Responsibilities

• Perform daily Front Office operations, including guest check-in, check-out, room assignments, and registration in accordance with hotel SOPs.
• Deliver courteous, professional, and efficient customer service to all guests, ensuring a welcoming and positive experience.
• Maintain comprehensive knowledge of hotel room categories, facilities, restaurants, operating hours, promotions, and services to respond confidently to guest enquiries.
• Handle room reservations, walk-in guests, online bookings, amendments, and cancellations accurately using the hotel reservation system.
• Answer incoming telephone calls promptly and professionally, directing enquiries to the appropriate departments when required.
• Coordinate guest requests, including transportation, room preferences, wake-up calls, special occasions, and concierge-related services.
• Liaise closely with the Housekeeping department to ensure guest rooms are clean, inspected, and ready for occupancy.
• Handle guest feedback, complaints, and service recovery professionally, escalating complex issues to the Front Office Supervisor or Guest Service Manager when necessary.
• Maintain accurate guest profiles, preferences, billing information, and reservation records.
• Process guest payments, cash transactions, credit card payments, deposits, and refunds in accordance with hotel financial procedures.
• Promote hotel facilities, room upgrades, packages, and other services to maximise guest satisfaction and revenue opportunities.
• Welcome and assist individual guests, corporate clients, tour groups, and VIP guests with professionalism and efficiency.
• Ensure the confidentiality and security of guest information at all times.
• Be familiar with emergency procedures and respond appropriately during emergencies, evacuations, or security incidents.
• Maintain high standards of personal grooming, appearance, and professionalism in accordance with hotel policies.
• Complete shift handovers accurately by updating logs, reports, guest requests, and outstanding matters.
• Communicate effectively with Housekeeping, Food & Beverage, Security, Engineering, and other departments to ensure seamless hotel operations.
• Perform any other duties assigned by the Front Office Supervisor or Management.

Skills

English

Bahasa Malaysia

Mandarin

Education

Certificate/Diploma/Bachelor's in Hospitality or related

Tools

PMS

Microsoft Office

Job description

Regatta Suites in Kuching, Sarawak, is seeking a Guest Service Assistant to be the first point of contact for guests and ensure a smooth, memorable experience from arrival to departure.

The role involves front desk operations, reservations, guest requests, and coordinating with Housekeeping and other departments to deliver exceptional service. A relevant hospitality qualification and strong English & Bahasa Malaysia are preferred.