Guest Service Assistant

Kozi Square Sdn Bhd; Kuching; On-site; MYR 22,000 - 39,000; Full time

Job summary

Regatta Suites in Kuching, Sarawak, is seeking a Guest Service Assistant to be the first point of contact for guests and ensure a smooth, memorable experience from arrival to departure.

The role involves front desk operations, reservations, guest requests, and coordinating with Housekeeping and other departments to deliver exceptional service. A relevant hospitality qualification and strong English & Bahasa Malaysia are preferred.

Qualifications

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

Responsibilities

• Perform daily Front Office operations, including guest check-in, check-out, room assignments, and registration in accordance with hotel 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.

Skills

English

Bahasa Malaysia

Mandarin

Education

Certificate/Diploma/Bachelor's in Hospitality or related

Tools

PMS

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

Unlock job insights

Regatta Suites is located at Jalan Tun Abang Haji Openg, Kuching Sarawak. A new 3-star hotel made to serve, provide, and rejuvenate guests with true Malaysian hospitality. The hotel is furnished with gorgeous facilities, namely the roof top infinity swimming pool, a gorgeous sky garden, and private sky-view gym, all overlooking the beautiful city of Kuching.Regatta Suites also offers two function halls and a unique hotel restaurant that features regular theme nights and events.

Regatta Suites is located at Jalan Tun Abang Haji Openg, Kuching Sarawak. A new 3-star hotel made to serve, provide, and rejuvenate guests with true Malaysian hospitality. The hotel is furnished with gorgeous facilities, namely the roof top infinity swimming pool, a gorgeous sky garden, and private sky-view gym, all overlooking the beautiful city of Kuching.Regatta Suites also offers two function halls and a unique hotel restaurant that features regular theme nights and events.

What can I earn as a Guest Service Assistant