Guest Relation Assistant

Capri by Fraser; Johor Bahru; On-site; MYR 28,000 - 45,000; Full time

Job summary

Capri by Fraser Johor Bahru in Malaysia is seeking a friendly Guest Services Associate to deliver exceptional service at check-in and check-out, promote hotel offerings, and ensure a memorable guest experience.

You will maintain guest records, coordinate with Housekeeping, and assist with guest inquiries while upholding brand standards and delivering upsell opportunities.

Qualifications

• Experience in a customer service or guest-facing role within the hospitality industry.
• Fresh graduates welcome.
• Strong communication and interpersonal skills.
• Proficiency in English and Bahasa Malaysia; additional languages an advantage.
• Willingness to work weekends and public holidays.
• Diploma or degree in Hospitality Management or related field.
• Positive attitude and customer-focused approach.

Responsibilities

• Welcome guests at check-in and bid farewell at check-out.
• Deliver excellent customer service per hotel standards.
• Review VIP reservations and pre-arrival arrangements.
• Promote and upsell rooms, facilities, packages.
• Maintain guest records in PMS.
• Coordinate with Housekeeping for timely room readiness.
• Provide information about facilities and promotions.
• Handle guest complaints promptly and impartially.
• Provide clear handovers to the incoming shift.
• Support teamwork with other departments.

Skills

Communication skills

Interpersonal skills

Problem-solving

Customer service

English proficiency

Bahasa Malaysia proficiency

Flexibility

Teamwork

Upselling

Education

Diploma or degree in Hospitality Management

Tools

Property Management System (PMS)

Job description

Jora Malaysia will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

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.