Guest Service Executive - Kota Kinabalu

Ormond Hotels; West Coast Division; On-site; MYR 24,000 - 48,000; Full time

Benefits offered by this job

Additional leave

Health insurance

Maternity leave

Meal provided

Parental leave

Job summary

Tune Hotel is seeking a Guest Service Executive to provide friendly, responsive service from arrival to departure. You will handle check-ins/outs, guest inquiries, and upsell hotel services while maintaining brand standards.

We value individuals with excellent communication, a positive attitude, and a genuine love for guest interaction. Social media activity and a proactive, team-oriented mindset are a plus for this role.

Qualifications

• Excellent communication and interpersonal skills.
• Strong commitment to delivering high levels of customer service.
• Proficient in English (verbal and written).
• Active on social media and able to engage guests online.

Responsibilities

• Greet and assist guests from arrival to departure, ensuring a smooth check-in/out experience.
• Respond promptly to guest queries and escalate to the Duty Manager when needed.
• Promote hotel services, packages and upsell facilities.
• Maintain knowledge of room categories, rates, promotions and hotel products.
• Adhere to hotel policies, security procedures and front office systems.

Skills

Communication skills

Customer focus

English proficiency

Social media savvy

Multitasking

Grooming standards

Job description

As the Guest Service Executive at Tune Hotel, you'll be responsible for providing a naturally friendly, helpful, and responsive, level of service to all our guests from arrival to departure. We're not really a strict job descriptions kind of place - we all roll our sleeves up and get stuck in wherever needed - but here's an idea of how we see the role;

• Achieve positive outcomes from Guest queries in a timely and efficient manner.
• Ensure an efficient reception experience for Guests, including check in/out, and complete audit procedures, as required.
• Ensure that the Duty Manager/Executive Assistant Manager/Hotel Manager is kept fully aware of any relevant feedback from guests and, or, other departments.
• Demonstrate a high level of customer service at all times.
• Attend appropriate training courses, when required, and assist with the Night Team's training and development efforts.
• Demonstrate a knowledge of hotel room categories, room rates, packages, promotions and other general product knowledge necessary to perform daily duties.
• Maximize room occupancy and use up-selling techniques to promote hotel services and facilities.
• Use the correct procedures regarding the acceptance of foreign currencies, credit cards and cash in accordance with the hotel credit policy.
• Comply with hotel security, fire regulations and all health and safety legislation.
• Act in accordance with policies and procedures when working with front of house equipment and property management systems.
• Follow company brand standards.
• Assist other departments, as necessary.

Who Must You Be?

The ideal incumbent doesn't need to come from the hospitality or service industry, it's not about a skill set but it's all about the kind of person you are. You are someone that is in the know, a tastemaker, someone knows where to go and what to do on every day and night of the week. You must be curious about what's going on around you and must have a genuine love for interacting and inspiring people. And yes, you must be active on social media.

• You have previous experience in a customer-focused industry.
• You have a positive attitude and good communication skills.
• You are committed to delivering a high level of customer service.
• You execute - you get things done.
• You're a natural host and can make guests and team members feel at home in our hotel.
• Service at heart is what you do - you're imaginative when it comes to creating experiences.
• Keen to take ownership of and pride in your work, a roll-up-your-sleeves attitude to seeing work through and delivering results
• You have an excellent grooming standard.
• You are calm, efficient, and organized with great attention to detail.
• You have the ability to multi-task while maintaining a positive attitude when working with Guest.
• You are able to carry yourself in a professional manner with an emphasis on hospitality and guest service.
• You are able work on your own and as part of a team.
• You are a social media savy.
• You have exceptional communication skills with great command of English (verbal and writing).

It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:

• Front Office/Concierge experience in the hotel, leisure, and/or entertainment sectors.
• Had speech, drama or performance training.
• Have worked as stewardesses, promoters, hostesses.

What's In It For You?

An opportunity to join a close-knit, dynamic and ambitious group that rewards results through competitive remuneration packages. The team is lean and nimble and applies an all hands-on deck attitude to get things done. There are opportunities for accelerated career growth, training and development for the right candidates. You will also get the chance to interact and work closely with senior management to learn how to build successful businesses!

• Additional leave
• Health insurance
• Maternity leave
• Meal provided
• Parental leave