Guest Service Agent - Assistant

NIO Hotel; George Town; On-site; MYR 27,000 - 47,000; Full time

Job summary

Jora Malaysia invites applications for a Guest Service Officer to manage daily front desk operations, including check-ins, reservations, and billing, ensuring a seamless guest experience with high standards of service, safety, and professionalism. The role requires coordinating with housekeeping for real-time room availability, upselling packages, handling inquiries, and maintaining guest data security.

A 6-day work week is noted during renovation, with a plan to shift to 5 days once staffing is

Qualifications

• Front desk experience and professional appearance preferred.
• Excellent communication and customer service skills.

Responsibilities

• Front Office Operations: handle guest check-ins/outs, room reservations, and payments; coordinate with housekeeping for real-time room availability; upsell packages and loyalty programs; manage cashier duties and daily front office reports.
• Guest Service & Quality: deliver warm, attentive service, respond to inquiries, handle feedback and minor complaints; maintain a professional appearance; share insights with management.
• Safety & Compliance: protect guest data, follow credit card/cash handling protocols, monitor lobby for suspicious activity, assist during emergencies.

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.

Job Summary

As the welcoming face of the hotel, the Guest Service Officer manages daily front desk operations—including check-ins, reservations, and billing. This role ensures a seamless guest experience while upholding high standards of customer service, safety, and professionalism.

Key Responsibilities

1. Front Office Operations

• Handle guest check-ins, check-outs, and room reservations (walk-in, phone, and online).
• Process payments, manage cashier duties, and ensure accurate guest billing.
• Coordinate with housekeeping to maintain real-time room availability.
• Upsell hotel packages, loyalty programs, and food and beverage offerings.
• Answer incoming calls and prepare daily front office reports.

2. Guest Service & Quality

• Deliver warm, attentive service and respond promptly to guest inquiries.
• Handle guest feedback and resolve minor complaints professionally.
• Maintain a well-groomed, professional appearance at all times.
• Share guest insights and operational ideas with management to improve service.

3. Safety & Compliance

• Secure guest personal data and follow credit card/cash handling protocols.
• Monitor the lobby for suspicious activity and report concerns to security.
• Assist management and security during emergency procedures.

Important to know:

Working Hours & Schedule: Operations team is currently on a 6-day work week (1 day off) during our active renovation and rebuilding phase; to be revised to 5-day work week (2 days off) once our transformation is complete and department staffing is fully established.