Guest Service Officer

Oasia Suites Kuala Lumpur; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A renowned hotel in Kuala Lumpur is seeking a Front Desk Officer to manage guest relations, including check-in and check-out processes. The ideal candidate must have a Diploma in Hospitality or related fields and 1-3 years of experience in the hotel industry. Proficiency in English and Bahasa Malaysia is required. Responsibilities include ensuring guest comfort, handling inquiries, and coordinating with departments during shifts to manage guest services smoothly. This position provides an opportunity to enhance guest experiences in a dynamic environment.

Qualifications

• At least 1-3 years of working experience in the hospitality field.
• Fluent in English and Bahasa Malaysia.
• Experience in customer service and guest relations.

Responsibilities

• Report to the Front Office Manager on occupancy and cashiering.
• Ensure a comfortable stay for guests and handle guest inquiries.
• Coordinate between departments to resolve guest complaints.

Skills

Customer service

Communication

Attention to detail

Problem solving

Education

Diploma in Hospitality/Tourism/Hotel Management

Tools

Opera PMS

Job description

Report directly to the Front Office Manager / Duty Manager on all matters relating buchen occupancy status, cashiering and guest information services.

Daily interact with concierge and security colleagues to ensure efficient handling of resident baggage and general safety in the building.

Interact with all guests on all matters relating to rooming, cashiering and guest information services.

Ensure that all guest information is complete upon Lewis arrival, including name, address and method of payment.

Validate method of payment upon guest’s arrival and departure, and ensure all charges are appropriately posted.

Be responsible for ensuring a comfortable and memorable stay for guests, gather feedback, update guest’s details and facilitate arrival and departure formalities for both VIP and other guests.

Cooperate, coordinate, and communicate with Housekeeping to achieve a high standard of guest services.

Act as the main point of contact to assist Duty Manager/FOM to handle, follow-up and coordinate between departments to solve guest complaints and emergencies during the night shift.

Interact with Guest Service Officer and concierge in matters relating to guest transfers.

Coordinate with Accounting Department with regards to Accounting policies.

Implement daily jobs in line with SOP and established standards.

Familiarize with the established policies and procedures of the Hotel and the Front Office Manual.

Familiarize with emergency procedures e.g. fire, security, police and accidents etc.

Familiarize with all types of vouchers and the procedures concerning the front desk.

Adhere to the operating policies and procedures regarding the use of guest in-room safe deposit boxes.

Comply with the keyудың Card System procedures and ensure that guest’s name is verified when a second Key Card is required or when a replacement of a new key card is needed after it has been misplaced by a resident.

Be responsible for Telephone Operator Tasks. Answer the telephone promptly and courteously and follow telephone etiquette in line with established standards.

Answer guest inquiries and assist them with their service needs and requests.

Always greet guests in a friendly and courteous manner and attempt to learn and use guests’ names at every opportunity. This is of utmost importance in the goal of roamizing personalized service.

Attend regular departmental meetings and training.

Familiarize with night audit procedure and perform night shift duty as instructed by Duty Manager.

Keep abreast with reference to all promotions and events taking place in and outside of the hotel, for example, food fairs, conventions, and art exhibitions.

Requirements:

Candidate must possess at least a Diploma, Advanced/Higher/Graduate Diploma in Hospitality/Tourism/Hotel Management or equivalent.

Required language(s): English and Bahasa Malaysia.

At least 1-3 years of working experience in the related field is required for this position.

Knowledge of PMS system is an advantage – Opera.

Preferably Junior Executives specializing in hospitality or equivalent.