Guest Service Assistant

Jobstreet Malaysia; Kuching; On-site; MYR 33,000 - 61,000; Full time

Job summary

Jobstreet Malaysia is seeking a Guest Service Assistant to be the first point of contact for guests at a hotel in Kuching. You will manage front desk operations from check-in to check-out, coordinate with Housekeeping, and respond to guest inquiries with a professional, friendly demeanor.

Applicants should have hospitality education and strong English and Bahasa Malaysia; Mandarin is an added advantage. The role requires rotating shifts including weekends and holidays and a customer‑centric

Qualifications

• Certificate, Diploma, or Bachelor's Degree in Hospitality Management, Hotel Management, Tourism, or a related field.
• Fresh graduates are encouraged to apply.
• Strong communication and customer service skills.

Responsibilities

• Front Office operations: check-in/check-out, room assignments, and registration per SOPs.
• Deliver courteous, professional service to guests and ensure a welcoming experience.
• Know hotel facilities, hours, and services to answer guest inquiries confidently.
• Handle reservations, walk-ins, online bookings, amendments, and cancellations accurately.
• Answer calls promptly and direct inquiries as needed.
• Coordinate guest requests with housekeeping and other departments for seamless operations.
• Maintain guest profiles and process payments securely.
• Promote hotel facilities, packages, and services to maximise satisfaction and revenue.
• Manage guest feedback and service recovery with escalation when needed.
• Ensure confidentiality of guest information and assist during emergencies.

Skills

English

Bahasa Malaysia

Mandarin (adv)

Communication

Customer service

Multitasking

Attention to detail

Education

Hospitality management/related diploma or degree

Tools

PMS (Opera/IDS)

Microsoft Office

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.

We are looking for a friendly, professional, and customer-focused Guest Service Assistant to be the first point of contact for our guests. The successful candidate will be responsible for delivering exceptional guest service, managing front desk operations efficiently, and ensuring a smooth and memorable guest experience from arrival to departure.

Key Responsibilities

Perform daily Front Office operations, including guest check-in, check-out, room assignments, and registration in accordance with hotel Standard Operating Procedures (SOPs).

Deliver courteous, professional, and efficient customer service to all guests, ensuring a welcoming and positive experience.

Maintain comprehensive knowledge of hotel room categories, facilities, restaurants, operating hours, promotions, and services to respond confidently to guest enquiries.

Handle room reservations, walk-in guests, online bookings, amendments, and cancellations accurately using the hotel reservation system.

Answer incoming telephone calls promptly and professionally, directing enquiries to the appropriate departments when required.

Coordinate guest requests, including transportation, room preferences, wake-up calls, special occasions, and concierge-related services.

Liaise closely with the Housekeeping department to ensure guest rooms are clean, inspected, and ready for occupancy.

Handle guest feedback, complaints, and service recovery professionally, escalating complex issues to the Front Office Supervisor or Guest Service Manager when necessary.

Maintain accurate guest profiles, preferences, billing information, and reservation records.

Process guest payments, cash transactions, credit card payments, deposits, and refunds in accordance with hotel financial procedures.

Promote hotel facilities, room upgrades, packages, and other services to maximise guest satisfaction and revenue opportunities.

Welcome and assist individual guests, corporate clients, tour groups, and VIP guests with professionalism and efficiency.

Ensure the confidentiality and security of guest information at all times.

Be familiar with emergency procedures and respond appropriately during emergencies, evacuations, or security incidents.

Maintain high standards of personal grooming, appearance, and professionalism in accordance with hotel policies.

Complete shift handovers accurately by updating logs, reports, guest requests, and outstanding matters.

Communicate effectively with Housekeeping, Food & Beverage, Security, Engineering, and other departments to ensure seamless hotel operations.

Perform any other duties assigned by the Front Office Supervisor or Management.

Qualifications & Requirements

Certificate, Diploma, or Bachelor's Degree in Hospitality Management, Hotel Management, Tourism, or a related field.

Previous experience in Front Office, Guest Services, Reception, or customer service is an advantage. Fresh graduates are encouraged to apply.

Good command of English and Bahasa Malaysia. Ability to communicate in Mandarin is an added advantage.

Excellent communication, interpersonal, and customer service skills.

Friendly, well-groomed, and customer-oriented with a positive and professional attitude.

Strong organisational skills with the ability to multitask in a fast-paced environment.

High attention to detail and accuracy in handling guest information and financial transactions.

Basic computer literacy. Experience with Property Management Systems (PMS), hotel reservation systems, or Microsoft Office is an added advantage.

Willing to work rotating shifts, including weekends, public holidays, overnight shifts, and festive seasons.

Preferred Skills (Added Advantage)

Experience working in hotels, serviced apartments, or hospitality establishments.

Familiarity with hotel Property Management Systems (PMS) such as Opera, IDS, or similar systems.

Knowledge of cashiering procedures and basic accounting principles.

Ability to resolve guest concerns professionally and efficiently.

Strong teamwork skills with the ability to collaborate across multiple departments.