Guest Service Associate (GSA) – Front Office

Meili Resort Hotel Sdn Bhd; Semporna; On-site; MYR 20,000 - 31,000; Full time

Job summary

MEILI Resort Hotel in Semporna, Sabah is seeking a Guest Service Associate (GSA) for Front Office. The role handles guest check-in/check-out, reservations, and provides information on facilities and activities.

The candidate should have 1–2 years in Front Office or guest services, strong communication in Bahasa Malaysia and English, with Mandarin preferred for international guests. Fresh graduates are welcome; willingness to work rotating shifts.

Qualifications

• Minimum SPM qualification or equivalent.
• Diploma in Hospitality Management, Tourism or related field will be an advantage.
• Minimum 1–2 years of working experience in Front Office, Guest Services or hotel operations will be an advantage.
• Fresh graduates with a positive attitude and willingness to learn are encouraged to apply.
• Good communication, interpersonal and customer service skills.
• Able to communicate effectively in Bahasa Malaysia and English.
• Chinese (Mandarin) speaking, reading and writing abilities will be highly preferred, particularly with international guests.

Responsibilities

• Welcome and greet guests warmly upon arrival and provide friendly, professional and attentive service throughout their stay.
• Handle guest check-in and check-out procedures efficiently and accurately in accordance with resort standards.
• Manage room reservations, booking enquiries, room assignments and guest registration.
• Provide accurate information regarding room types, resort facilities, dining outlets, recreational activities, dive packages and other available services.
• Handle guest enquiries, requests, feedback and complaints professionally, ensuring timely follow-up and resolution.
• Answer incoming telephone calls, emails and online enquiries, providing accurate information and assistance to guests.
• Coordinate with Housekeeping to ensure room availability, cleanliness and readiness for guest arrivals.
• Liaise with other departments, including F&B, Reservations, Engineering and Recreation, to ensure smooth guest service operations.
• Assist guests with luggage arrangements, transportation enquiries, airport transfers and other travel-related requests when required.
• Process guest payments, deposits, invoices and billing transactions accurately according to established procedures.
• Maintain accurate guest records, registration forms, reservation details and other Front Office documentation.
• Handle guest requests for room changes, special arrangements, additional amenities and other personalised services.
• Promote resort facilities, dining options, recreational activities and special packages to enhance guest experiences and generate additional revenue.
• Monitor guest arrivals, departures, VIP arrangements and special requests to ensure appropriate preparation and coordination.
• Ensure the Front Office reception area, counter and surrounding areas are clean, organised and presentable at all times.
• Maintain proper shift handover records and communicate outstanding guest matters to the next shift.
• Follow resort policies, SOPs, safety requirements and guest service standards.
• Maintain guest confidentiality and ensure personal information is handled responsibly.
• Assist in emergency situations and coordinate with relevant departments when guest assistance is required.
• Perform other Front Office duties as assigned by the Front Office Supervisor or Management.

Job description

Guest Service Associate (GSA) – Front Office

Position: Guest Service Associate (GSA) – Front Office
Location: MEILI Resort Hotel, Semporna, Sabah

JOB RESPONSIBILITIES

Welcome and greet guests warmly upon arrival and provide friendly, professional and attentive service throughout their stay.

Handle guest check-in and check-out procedures efficiently and accurately in accordance with resort standards.

Manage room reservations, booking enquiries, room assignments and guest registration.

Provide accurate information regarding room types, resort facilities, dining outlets, recreational activities, dive packages and other available services.

Handle guest enquiries, requests, feedback and complaints professionally, ensuring timely follow-up and resolution.

Answer incoming telephone calls, emails and online enquiries, providing accurate information and assistance to guests.

Coordinate with Housekeeping to ensure room availability, cleanliness and readiness for guest arrivals.

Liaise with other departments, including F&B, Reservations, Engineering and Recreation, to ensure smooth guest service operations.

Assist guests with luggage arrangements, transportation enquiries, airport transfers and other travel-related requests when required.

Process guest payments, deposits, invoices and billing transactions accurately according to established procedures.

Maintain accurate guest records, registration forms, reservation details and other Front Office documentation.

Handle guest requests for room changes, special arrangements, additional amenities and other personalised services.

Promote resort facilities, dining options, recreational activities and special packages to enhance guest experiences and generate additional revenue.

Monitor guest arrivals, departures, VIP arrangements and special requests to ensure appropriate preparation and coordination.

Ensure the Front Office reception area, counter and surrounding areas are clean, organised and presentable at all times.

Maintain proper shift handover records and communicate outstanding guest matters to the next shift.

Follow resort policies, Standard Operating Procedures (SOPs), safety requirements and guest service standards.

Maintain guest confidentiality and ensure personal information is handled responsibly.

Assist in emergency situations and coordinate with relevant departments when guest assistance is required.

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

JOB REQUIREMENTS

Minimum SPM qualification or equivalent. Diploma in Hospitality Management, Tourism or a related field will be an advantage.

Minimum 1–2 years of working experience in Front Office, Guest Services or hotel operations will be an advantage.

Fresh graduates with a positive attitude and willingness to learn are encouraged to apply.

Basic knowledge of hotel reservations, check-in and check-out procedures and guest handling.

Good communication, interpersonal and customer service skills.

Able to communicate effectively in Bahasa Malaysia and English.

Chinese (Mandarin) speaking, reading and writing abilities will be highly preferred, particularly when attending to international guests.

Proficient in basic computer applications and familiar with hotel Property Management Systems (PMS) will be an advantage.

Pleasant personality, well-groomed, responsible and customer-service-oriented.

Able to handle guest enquiries and complaints professionally.

Willing to work on rotating shifts, weekends and public holidays.

Willing to be based in Semporna, Sabah.