Guest Service Officer (Front Office)

ISLAND LANDCAP HOSPITALITY SDN. BHD.; Seberang Perai; On-site; MYR 28,000 - 45,000; Full time

Job summary

Grand Orient Hotel in Butterworth, Penang, is seeking a Guest Service Officer to deliver exceptional front desk service. You will welcome guests, manage check-ins/outs, handle reservations, and provide accurate information on hotel facilities and local attractions.

The role requires strong communication, professionalism, and the ability to coordinate with housekeeping and other departments to ensure a seamless guest experience.

Qualifications

• Experience in front desk operations is a plus.
• Excellent communication and interpersonal skills.
• Ability to handle payments and process transactions accurately.

Responsibilities

• Greet guests and check them in/out with efficient service.
• Handle reservations via phone, email, or in person.
• Provide information on hotel services, facilities, and local attractions.
• Coordinate with housekeeping/maintenance to ensure room readiness.
• Maintain accurate guest records in the PMS and update profiles.

Skills

Customer service

Front desk

Reservations

Billing

Communication

Problem solving

Tools

PMS software

Job description

The Guest Service Officer is responsible for providing exceptional customer service at the front desk, ensuring that all guest interactions are handled with courtesy, professionalism, and efficiency. This role involves performing check-ins and check-outs, handling reservations, addressing guest inquiries, and ensuring that the front office operates smoothly throughout the day. The Guest Service Officer plays a key role in creating a welcoming atmosphere and providing a positive experience for guests. THE JOBSCOPE

Greet guests in a friendly and professional manner upon their arrival.

Check guests in and out efficiently, ensuring all information is accurately entered into the system.

Issue room keys and provide relevant information regarding hotel services and amenities.

Handle billing and payment transactions, including cash, credit cards, and room charges.

Assist guests with reservations over the phone, via email, or in person, ensuring their needs are met.

Manage room availability and ensure that reservations are handled accurately and promptly.

Process cancellations, modifications, and no-shows according to hotel policies.

Respond to guest inquiries, provide information about hotel facilities, services, local attractions, and dining options.

Address guest complaints and concerns promptly and professionally, ensuring guest satisfaction.

Coordinate with other departments (e.g., housekeeping, maintenance) to fulfill guest requests and ensure room readiness.

Maintain accurate guest records in the property management system (PMS).

Update guest profiles and preferences to enhance future stays.

Maintain front desk area cleanliness and organization.

Answer incoming calls, redirecting them to the appropriate departments or handling inquiries directly.

Provide detailed information to guests about hotel policies, services, and amenities.

Coordinate with the housekeeping, maintenance, and concierge teams to ensure a smooth guest experience.

Communicate any guest issues or special requests to the Duty Manager.

Ensure that guests are aware of and have access to available amenities, such as the business center, fitness center, or dining options.

Assist with guest luggage, transportation, and special requests when needed.

Ensure all guest check-in/check-out procedures are completed in accordance with hotel policies and safety protocols.

Verify guest identification and ensure security procedures are followed when checking in or out.

Report any suspicious activities or security concerns to management.

Responsible for driving top management when required, and available for travel throughout Malaysia.

Career @ Grand Orient Hotel

Work Hard, Play Hard in every second.

Its our pleasure to welcome you to Vision Hospitality Management. We are an energetic and creative bunch, dedicated to high standards of excellence and quality. We value each one of our employees, and we hope that you find your work here rewarding and satisfying. We committed to the professional and personal development of our team, providing career opportunities that challenge and motivate. Our employee seven core values of the group of company: Staff Integrity, Customer First, Quality Excellence, Teamwork, Continuous Improvement, Preparedness and Sense of Urgency.

Hotel & Accommodation Services 11-50 employees

Convention Centre

Located in the heart of Butterworth, Penang, PICCA Convention Centre @ Butterworth Arena is the largest convention centre in Malaysia’s northern region, offering an elevated experience in a world-class venue that caters to both the local and international markets.

Elegant hospitality with a fun-filled experience of the Grand Orient Hotel. The Grand Orient Hotel is one of Penang mainland’s finest hotels. We are situated in a superb position close to the 1st Penang Bridge. An establishment that ensures you of an exceptionally high standard of service at all times.

Convention Centre

Located in the heart of Butterworth, Penang, PICCA Convention Centre @ Butterworth Arena is the largest convention centre in Malaysia’s northern region, offering an elevated experience in a world-class venue that caters to both the local and international markets.

Elegant hospitality with a fun-filled experience of the Grand Orient Hotel. The Grand Orient Hotel is one of Penang mainland’s finest hotels. We are situated in a superb position close to the 1st Penang Bridge. An establishment that ensures you of an exceptionally high standard of service at all times.

What can I earn as a Guest Services Officer