Guest Service Agents

UPPER SUITES HOTEL SDN BHD; Tasek Gelugor; On-site; MYR 24,000 - 42,000; Full time

Job summary

UPPER SUITES HOTEL SDN BHD in Penang is seeking a proactive Front Desk Officer to manage guest check-in/check-out, reservations, payments, and deliver standout service in a busy hotel setting.

You will greet guests, handle inquiries, coordinate with other teams, manage cash and ledgers, and adapt to shift rotations including weekends and nights.

Qualifications

• Demonstrates a customer-first attitude.
• Familiarity with hotel PMS and basic POS/cash-handling procedures.
• Ability to stay calm, polite and efficient in a fast-paced environment.
• Willingness to work shifts including weekends, holidays and nights.

Responsibilities

• Greet guests on arrival and handle check-in/check-out processes.
• Verify reservations, issue room keys and prepare final bills.
• Process payments and maintain guest ledgers accurately.
• Answer phone calls and emails; assist with special requests and information.
• Communicate room status, VIP arrivals, and maintenance needs across teams.

Skills

Customer service

Communication

Problem solving

Shift work flexibility

Tools

PMS Software

Job description

This is a front desk position responsible for managing guest check-in and check-out, handling reservations, processing payments, and providing exceptional customer service in a hotel environment.

Key responsibilities

Greet guests warmly, verify reservations, issue room keys, process payments, and prepare final bills

Answer phone calls and emails, handle special requests such as extra towels or room changes, and provide local travel or amenity information

Listen to guest concerns with empathy and resolve issues like billing disputes or room adjustments promptly

Communicate room statuses, VIP arrivals, and maintenance or housekeeping needs across teams

Manage cash drawers, balance shift reports, and update guest ledgers or property management systems

About you

Clear, polite verbal and written communication skills with a customer-first attitude

Familiarity with hotel Property Management Systems (PMS) and basic point-of-sale or cash-handling procedures

Ability to stay calm, polite, and efficient in a fast-paced environment

Willingness to work shifts that often include weekends, holidays, and night rotations