Guest & Museum Coordinator

Straits Indigo; Penang; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading hospitality organization in Malaysia is searching for a Guest & Museum Coordinator. This role is essential for ensuring an exceptional guest experience through effective service, operational support, and safety compliance. The successful candidate will engage visitors, manage ticketing operations, and uphold the cleanliness and presentation of visitor facilities. Previous experience in customer service or hospitality is preferred. Join us to make each guest interaction memorable.

Qualifications

• Experience in hospitality or guest services is preferred.
• Strong interpersonal skills are essential for guest engagement.
• Ability to manage multiple tasks efficiently.

Responsibilities

• Greet guests warmly and provide a memorable experience.
• Manage ticket sales and assist guests with inquiries.
• Maintain cleanliness and ensure safety protocols are followed.

Skills

Customer service skills

Communication skills

Problem-solving skills

Job description

The Guest & Museum Coordinator is responsible for delivering a welcoming, organized, and memorable guest experience while supporting efficient daily operations across the hotel, museum, and tour areas. This role upholds the highest standards of customer service, safety, cleanliness, and professionalism, ensuring smooth visitor flow and effective tour and ticketing operations.

Guest Welcome & Customer Experience

Welcome and greet all guests with a warm, friendly, and professional demeanor, creating a positive first impression upon arrival.

Serve as a visible and approachable point of contact, ensuring guests feel valued, informed, and supported throughout their visit.

Provide accurate, courteous, and timely responses to guest inquiries regarding hotel services, amenities, schedules, policies, and local attractions.

Visitor Assistance & Engagement

Assist guests during their mansion and museum visits by providing relevant historical or contextual information when appropriate.

Support guests with photo‑taking requests and distribute brochures, maps, and promotional or informational materials.

Anticipate guest needs and proactively offer assistance to enhance the overall visitor experience.

Hotel & Facility Information

Provide clear guidance and recommendations regarding hotel facilities, dining venues, gift shop offerings, transportation options, and nearby points of interest.

Coordinate with internal departments to ensure guests receive consistent, accurate, and up-to-date information.

Crowd Control & Tour Flow Management

Monitor tour group movements to ensure smooth transitions between areas and prevent congestion or overcrowding in high‑traffic locations such as museums, courtyards, and the lobby.

Work closely with tour guides and internal staff to maintain an organized and efficient flow of guests.

Enforce capacity limits and safety guidelines, promptly identifying and resolving bottlenecks or operational issues.

Manage and Execute the Sale of Tour and Event Tickets

Manage and execute the sale of tour and event tickets in a professional, accurate, and efficient manner.

Clearly explain tour options, schedules, pricing, and policies, assisting guests in selecting the most suitable experience.

Accurately process all transactions, including cash and electronic payments, in strict accordance with established cash handling and point‑of‑sale procedures.

Monitor ticket sales continuously to ensure all tickets issued are properly recorded, tracked, and reconciled.

Maintain precise sales records, balances, and documentation to prevent errors, shortages, or overages.

Regularly verify ticket counts and sales reports to promptly identify and resolve discrepancies.

Remain vigilant for suspicious activity, potential fraud, or misuse of tickets, and report concerns immediately to management following established protocols.

Ensure full compliance with internal controls, audit requirements, and financial policies at all times.

Coordinate with supervisors and internal departments to resolve ticketing issues and support smooth tour operations.

Cleanliness & Presentation

Assist in maintaining the cleanliness and overall presentation of all visitor areas, including museums, courtyards, lobby, and gift shop.

Report any maintenance, safety, or cleanliness concerns to the appropriate departments in a timely manner.

Safety & Operational Support

Ensure compliance with safety protocols emergency procedures, and guest capacity regulations.

Remain alert and responsive to issues affecting guest comfort, safety, or operational flow, escalating concerns when necessary.

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