Guest Relations Officer

Kepler; Sepang; On-site; MYR 36,000 - 48,000; Full time

Job summary

Kepler is seeking a Guest Relations Officer to join the team at Kuala Lumpur International Airport. The role focuses on welcoming guests, guiding them through check-in, allocating cabins, and ensuring a smooth and courteous service experience in line with company standards.

You will handle payments, monitor cabin cleanliness, and maintain effective communication with guests to collect feedback and resolve any issues promptly.

Qualifications

• Diploma or bachelor's degree required.
• Proficiency in Microsoft Office (Excel, Word, PowerPoint, etc.).
• Strong organisational skills are essential.
• Good command of English is required.

Responsibilities

• Welcoming and directing guests, and assisting them during the check-in process
• Allocating cabins/rooms to guests and tracking usage times in the system
• Informing guests when their time is about to expire, managing extension requests and carrying out check‑out controls
• Providing fast, courteous and solution‑oriented service in line with guests' needs and questions
• Processing payments, recording them in the system and issuing receipts/invoices
• Regularly checking the cleanliness, tidiness and equipment of cabins, rooms and common areas (showers, washrooms, lounge area), and reporting any shortages or faults to the relevant teams
• Ensuring the accommodation area is always clean, well‑maintained and presented in line with company standards
• Communicating proactively with guests to collect feedback, resolving complaints before they escape and reporting to managers when necessary
• Complying with uniform, appearance and personal hygiene standards
• Supporting guests with special needs and requests related to their stay

Skills

Good command of English

Strong organisational skills

Education

Diploma or Bachelor's degree

Tools

Microsoft Office

Job description

Kepler was established in 2018 with investment from domestic and foreign investors and is one of Turkey's most successful, innovative and fastest-growing start-ups. Today, the Kepler group has companies in the Netherlands, Luxembourg and Latvia in Europe, and in China and Malaysia in Asia.

Kepler is the only company providing accommodation and shower services inside the terminal building of Istanbul Sabiha Gökçen Airport, and the agreements to offer the same service at European and Asian airports have been completed. Operating at four prestigious locations, including Kuala Lumpur International Airport in Malaysia and Riga International Airport in Latvia, Kepler has built a strong brand image internationally.

We are looking for a Guest Relations Officer to join our team at Kuala Lumpur International Airport.

Duties and Responsibilities

Welcoming and directing guests, and assisting them during the check-in process

Allocating cabins/rooms to guests and tracking usage times in the system

Informing guests when their time is about to expire, managing extension requests and carrying out check‑out controls

Providing fast, courteous and solution‑oriented service in line with guests' needs and questions

Processing payments, recording them in the system and issuing receipts/invoices

Regularly checking the cleanliness, tidiness and equipment of cabins, rooms and common areas (showers, washrooms, lounge area), and reporting any shortages or faults to the relevant teams

Ensuring the accommodation area is always clean, well‑maintained and presented in line with company standards

Communicating proactively with guests to collect feedback, resolving complaints before they escape and reporting to managers when necessary

Complying with uniform, appearance and personal hygiene standards

Supporting guests with special needs and requests related to their stay

Qualifications

Diploma or bachelor's degree

Good knowledge of Microsoft Office programs (Excel, Word, PowerPoint, etc.)

Strong organisational skills

Good command of English