Guest Experience Specialist - Front Desk & Concierge

Eastin Penang Hotel; Bayan Lepas; On-site; MYR 36,000 - 60,000; Full time

Job summary

Eastin Penang Hotel is seeking a Front Office professional to manage the guest journey from check-in to checkout, handling payments and inquiries with warmth. The role collaborates with Concierge, Reservations, and other departments to fulfill guest requests and ensure a memorable stay.

Responsibilities include greeting guests, coordinating with related teams, upselling services, and ensuring smooth cashiering and billing processes in line with SOPs.

Qualifications

• Warm, guest-centric communication
• Team coordination across Front Office functions
• Upselling hotel facilities and services
• Ability to work with PMS and billing processes
• Professional cashiering and payment handling

Responsibilities

• Greet guests with a genuine smile, provide attentive service on arrival and farewell guests courteously.
• Coordinate with Concierge, Housekeeping, Reservations to fulfill guest requests.
• Promote and upsell rooms, facilities and services to enhance guest experience and revenue.
• Support Reservations, Telephone Operator and Guest Services as needed.
• Handle check-in/check-out efficiently using the property management system per SOPs.
• Allocate daily room assignments based on guest preferences and operations.
• Follow up on guest traces and hand over pending matters to the next shift.
• Process guest payments, issue receipts, and manage the cash float in line with hotel policies.
• Post charges accurately, reconcile daily transactions, and send e-invoices/receipts via PMS.

Job description

Eastin Penang Hotel is seeking a Front Office professional to manage the guest journey from check-in to checkout, handling payments and inquiries with warmth. The role collaborates with Concierge, Reservations, and other departments to fulfill guest requests and ensure a memorable stay.

Responsibilities include greeting guests, coordinating with related teams, upselling services, and ensuring smooth cashiering and billing processes in line with SOPs.