Guest Relation Assistant

Capri by Fraser Johor Bahru; Johor Bahru; On-site; MYR 27,000 - 38,000; Full time

Job summary

Capri by Fraser Johor Bahru is seeking a Guest Relations Assistant to warmly welcome guests at check-in, assist with queries, and ensure a memorable stay. You will review VIP reservations, coordinate with housekeeping, and upsell rooms and services to enhance guest satisfaction and hotel revenue.

Proficiency in English and Bahasa Malaysia is required, with fresh graduates welcome and a diploma or degree in Hospitality Management.

Qualifications

• Previous experience in a customer service or guest-facing role within the hospitality industry.
• Fresh graduate are most welcome.
• Strong communication and interpersonal skills with the ability to interact with guests from diverse backgrounds
• Excellent problem-solving and decision-making abilities to handle guest requests efficiently
• Proficiency in English and Bahasa Malaysia, with the ability to converse in additional languages an advantage
• Diploma or degree in Hospitality Management or a related field

Responsibilities

• Welcome guests during check-in and bid them farewell at check-out.
• Deliver excellent customer service per hotel standards.
• Review VIP reservations and complete pre-arrival arrangements.
• Upsell rooms, facilities, services, dining, and packages.
• Maintain accurate guest records in the PMS.
• Coordinate with Housekeeping to ensure rooms are ready.
• Provide handovers to the incoming shift team.
• Handle guest complaints efficiently and without bias.
• Inform guests about facilities, services and promotions.
• Stay informed on rates, promotions and packages to assist guests and drive sales.
• Assist in achieving targets for guest satisfaction and upselling.
• Collaborate with other departments to ensure smooth operations and great guest experiences.

Skills

Communication

Interpersonal skills

Problem-solving

Education

Diploma or degree in Hospitality Management

Job description

Welcome guests warmly during check-in and giving a fond farewell to guest while check-out, ensuring a memorable guest experience.

Deliver excellent customer service in accordance with the hotel's standards and brand values.

Review VIP reservations and complete all pre-arrival and pre-registration arrangements to ensure a seamless stay experience.

Promote and upsell hotel rooms, facilities, services, dining options, and special packages to maximize guest satisfaction and hotel revenue.

Maintain accurate guest records, including guest preferences, likes, dislikes, and special requests in the property management system.

Coordinate closely with Housekeeping to ensure guest rooms are ready and available in a timely manner.

Provide clear, accurate, and comprehensive handovers to the incoming shift team.

To handle all guests complaints and concerns in an efficient and timely manner and without bias and prejudice.

Provide guests with information regarding hotel facilities, services and promotion.

Maintain up-to-date knowledge of room rates, promotions, packages, and hotel offerings to effectively assist guests and drive sales opportunities.

Assist in achieving departmental performance targets, including guest satisfaction scores, room upgrades, and upselling objectives.

Support teamwork and collaborate with other departments to ensure smooth daily hotel operations and exceptional guest experiences.

Job Requirements

Previous experience in a customer service or guest-facing role within the hospitality industry. Fresh graduate are most welcome.

Strong communication and interpersonal skills with the ability to interact with guests from diverse backgrounds

Excellent problem-solving and decision-making abilities to handle guest requests efficiently

Proficiency in English and Bahasa Malaysia, with the ability to converse in additional languages an advantage

Flexibility to work in a fast-paced environment, including weekends and public holidays

Diploma or degree in Hospitality Management or a related field

Positive attitude, customer-focused approach, and commitment to delivering exceptional guest experiences.

Malaysian citizens only.

Unlock job insights

Your application will include the following questions:

• Which of the following statements best describes your right to work in Malaysia?
• What's your expected monthly basic salary?
• How many years' experience do you have as a Guest Relations Assistant?
• How much notice are you required to give your current employer?
• Which of the following languages are you fluent in?

It’s ‘game on!’ at Capri by Fraser, Johor Bahru - a vibrant, fun-loving and e-connected hotel in Johor Bahru that’s perfectly positioned for urban travellers to immerse themselves in this bustling Malaysian city brimming with life, culture, shopping and an amazing food scene.

For work warriors or leisure-seekers, you’ve come to the best hotel in Johor Bahru which towers over Bukit Chagar in the city’s downtown core. Its 315 chic studios and one-bedroom apartments are designed as calming spaces away from the frenetic city buzz. And there’s plenty of excitement and entertainment to be

It’s ‘game on!’ at Capri by Fraser, Johor Bahru - a vibrant, fun-loving and e-connected hotel in Johor Bahru that’s perfectly positioned for urban travellers to immerse themselves in this bustling Malaysian city brimming with life, culture, shopping and an amazing food scene.

For work warriors or leisure-seekers, you’ve come to the best hotel in Johor Bahru which towers over Bukit Chagar in the city’s downtown core. Its 315 chic studios and one-bedroom apartments are designed as calming spaces away from the frenetic city buzz. And there’s plenty of excitement and entertainment to be

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