Guest Relations Officer

THE KUALA LUMPUR JOURNAL; Kuala Lumpur; On-site; MYR 21,000 - 33,000; Full time

Job summary

THE KUALA LUMPUR JOURNAL is seeking a friendly and professional Guest Relations Officer to join our team in Kuala Lumpur. You will be the first point of contact for guests, ensuring they have a memorable stay and seamless service.

Fluent in Malay and English, you will greet guests, provide information about rooms, rates and amenities, assist with check-ins and concierge services, and coordinate with other departments to deliver outstanding hospitality.

Qualifications

• Proven experience in a similar role in the hotel industry.
• Fluent in both Malay and English.
• Excellent communication and interpersonal skills.
• Strong problem-solving abilities and attention to detail.
• Ability to remain calm and professional under pressure.
• A friendly and approachable demeanor.
• Ability to work flexible hours, including weekends and holidays.
• Knowledge of hotel management software is a plus.

Responsibilities

• Greet and welcome guests upon their arrival.
• Provide information about the hotel, available rooms, rates, and amenities.
• Handle guest check-ins and check-outs efficiently and accurately.
• Address and resolve guest complaints and requests in a timely manner.
• Maintain an up-to-date knowledge of hotel services and local attractions.
• Assist guests with reservations, transportation, and other concierge services.
• Ensure guest satisfaction by anticipating and addressing their needs.
• Maintain a high level of professionalism and courtesy at all times.
• Coordinate with other departments to ensure seamless guest experiences.
• Collect and analyze guest feedback to improve service quality.

Skills

Bilingual Malay & English

Communication skills

Interpersonal skills

Customer service

Tools

Hotel management software

Job description

We are seeking a friendly and professional Guest Relations Officer to join our team. The ideal candidate must be fluent in both Malay and English, with a passion for providing exceptional guest service. As a Guest Relations Officer, you will be the first point of contact for our guests, ensuring they have a memorable and enjoyable stay.

Key Responsibilities:

• Greet and welcome guests upon their arrival.
• Provide information about the hotel, available rooms, rates, and amenities.
• Handle guest check-ins and check-outs efficiently and accurately.
• Address and resolve guest complaints and requests in a timely manner.
• Maintain an up-to-date knowledge of hotel services and local attractions.
• Assist guests with reservations, transportation, and other concierge services.
• Ensure guest satisfaction by anticipating and addressing their needs.
• Maintain a high level of professionalism and courtesy at all times.
• Coordinate with other departments to ensure seamless guest experiences.
• Collect and analyze guest feedback to improve service quality.

Requirements:

• Proven experience in a similar role in the hotel industry.
• Fluent in both Malay and English.
• Excellent communication and interpersonal skills.
• Strong problem-solving abilities and attention to detail.
• Ability to remain calm and professional under pressure.
• A friendly and approachable demeanor.
• Ability to work flexible hours, including weekends and holidays.
• Knowledge of hotel management software is a plus.