Guest Service Associate

Eastin Penang Hotel; Bayan Lepas; On-site; MYR 36,000 - 60,000; Full time

Job summary

Eastin Penang Hotel is seeking a Front Office professional to manage the guest journey from check-in to checkout, handling payments and inquiries with warmth. The role collaborates with Concierge, Reservations, and other departments to fulfill guest requests and ensure a memorable stay.

Responsibilities include greeting guests, coordinating with related teams, upselling services, and ensuring smooth cashiering and billing processes in line with SOPs.

Qualifications

• Warm, guest-centric communication
• Team coordination across Front Office functions
• Upselling hotel facilities and services
• Ability to work with PMS and billing processes
• Professional cashiering and payment handling

Responsibilities

• Greet guests with a genuine smile, provide attentive service on arrival and farewell guests courteously.
• Coordinate with Concierge, Housekeeping, Reservations to fulfill guest requests.
• Promote and upsell rooms, facilities and services to enhance guest experience and revenue.
• Support Reservations, Telephone Operator and Guest Services as needed.
• Handle check-in/check-out efficiently using the property management system per SOPs.
• Allocate daily room assignments based on guest preferences and operations.
• Follow up on guest traces and hand over pending matters to the next shift.
• Process guest payments, issue receipts, and manage the cash float in line with hotel policies.
• Post charges accurately, reconcile daily transactions, and send e-invoices/receipts via PMS.

Job description

Responsibilities span across key areas within the Front Office Department, including the Front Desk, Reservations, Telephone Operator, Business Centre, and Concierge. The role manages the entire guest journey, from efficient check-in/check-out and payment processing to expertly addressing inquiries, coordinating special requests, and resolving concerns for a memorable stay that enhances guest satisfaction and loyalty.

Job Responsibilities

• Greet all guests with a genuine smile, warm welcome, and attentive service upon arrival, and bid farewell to departing guests with courtesy and appreciation whenever possible.
• Coordinate efficiently with Concierge, Housekeeping, and other relevant departments to fulfill guest requests.
• Promote and upsell rooms, hotel facilities, and services to maximise guest experience and revenue.
• Provide support to Reservations, Telephone Operator, and Guest Services functions as required.
• Handle check-in and check-out procedures efficiently using the property management system in compliance with Front Office Standard Operating Procedures (SOPs).
• Allocate daily room assignments based on guest preferences, arrival time, and operational requirements.
• Follow up diligently on all guest traces, ensuring pending matters are clearly handed over to the next shift during shift briefings.
• Perform cashiering tasks, including processing guest payments accurately, issuing receipts, and maintaining the cash float in full compliance with hotel policies and guidelines.
• Post charges accurately, handle billing, and reconcile daily transactions in a timely manner. Ensure all e-invoices and receipts are sent promptly via the property management system.