Guest Service Assistant

Private Advertiser; Kuching; On-site; MYR 28,000 - 39,000; Full time

Job summary

Private Advertiser is seeking a friendly Guest Service Assistant to be the first point of contact for guests. You will deliver exceptional service, manage front desk operations, and ensure a smooth arrival to departure experience.

Responsibilities include check-in/out, handling reservations, answering calls, coordinating requests with other departments, and promoting hotel facilities. Strong communication, Bahasa Malaysia and English, and a professional appearance are essential.

Qualifications

• Certificate, Diploma or Bachelor's in Hospitality/related field.
• Experience in Front Office/Guest Services or customer service is an advantage; fresh graduates welcome.
• Proficient in English and Bahasa Malaysia; Mandarin is a plus.
• Excellent communication, interpersonal and customer service skills.
• Willing to work rotating shifts including weekends and holidays.

Responsibilities

• Perform daily Front Office operations: check-in/out, room assignments, and registration.
• Deliver courteous, professional service to all guests and maintain a welcoming atmosphere.
• Handle reservations, walk-ins, online bookings, amendments and cancellations.
• Answer calls promptly and direct inquiries to the appropriate departments.
• Coordinate guest requests and concierge services; liaise with Housekeeping and other departments.
• Manage guest profiles, billing information and reservation records.
• Promote hotel facilities and services to maximise guest satisfaction and revenue.
• Ensure confidentiality and security of guest information.
• Complete shift handovers with logs and reports.
• Communicate with Housekeeping, F&B, Security and Engineering for seamless operations.

Skills

Front Office experience

Customer service

Communication

Multitasking

Attention to detail

Teamwork

Computer literacy

Education

Hospitality-related degree or diploma

Tools

Opera/IDS PMS

Hotel reservation systems

Microsoft Office

Job description

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.

Opportunities for promotion