Guest Experience Specialist - Front Office

Forum Hotel; George Town; On-site; MYR 42,000 - 66,000; Full time

Benefits offered by this job

Meals provided

Staff discounts

Professional development

Job summary

Forum Hotel on Penang Island invites applications for a Front Office Customer Service professional in a full-time capacity. You will be the first friendly contact for guests, handling arrivals, check-ins, inquiries and payments with care.

You will work in a busy front office, coordinating with housekeeping and other departments to ensure smooth guest experiences, while delivering exceptional hospitality and maintaining professional appearance and standards.

Qualifications

• Experience in a front office or guest services role within a hotel, hospitality or similar customer-facing environment.
• Strong communication skills in English, both written and verbal, with the ability to interact professionally with diverse guests.
• Proficiency in using hotel management systems and reservation software.
• Excellent organisational and time management abilities, with the capacity to manage multiple tasks simultaneously.
• A genuine passion for delivering outstanding customer service and problem-solving skills to address guest needs.
• Friendly, patient and courteous personality with a positive attitude towards guest interactions.
• Ability to work flexible shifts, including evenings, weekends and public holidays as required.
• Knowledge of local attractions, dining and transport options in Penang is desirable.

Responsibilities

• Greeting guests upon arrival and checking them in efficiently whilst maintaining a warm and professional demeanour.
• Processing guest reservations, amendments and cancellations using the hotel management system.
• Providing accurate information about hotel facilities, services, local attractions and dining options available to guests.
• Handling guest inquiries and concerns with patience and professionalism, escalating issues when necessary.
• Managing room assignments and coordinating with housekeeping to ensure timely room preparation.
• Processing guest payments and managing the front desk cash floats and accounting procedures.
• Assisting with telephone and email enquiries from prospective guests and travel agents.
• Maintaining the cleanliness and organisation of the front office area.
• Supporting other front office staff members and departments to ensure seamless hotel operations.
• Following health, safety and security protocols to protect guest and staff welfare.

Skills

Communication skills

Guest services

Time management

Problem solving

Tools

Hotel management system

Reservation software

Job description

Forum Hotel on Penang Island invites applications for a Front Office Customer Service professional in a full-time capacity. You will be the first friendly contact for guests, handling arrivals, check-ins, inquiries and payments with care.

You will work in a busy front office, coordinating with housekeeping and other departments to ensure smooth guest experiences, while delivering exceptional hospitality and maintaining professional appearance and standards.