Guest Services Front Desk Specialist

WIT Venture Sdn Bhd; Kuala Lumpur; On-site; MYR 32,000 - 52,000; Full time

Job summary

WIT Venture Sdn Bhd in Kuala Lumpur seeks a Front Desk Officer to support building operations with a strong focus on guest satisfaction, safety, service standards, and facility management.

You will manage check-ins/check-outs, communications, and records, ensuring timely HMS updates, accurate data entry, and professional guest interactions while upholding the FiveSenses Family standards. This role is on-site and requires a proactive, service-oriented mindset.

Responsibilities

• Attend to all guests in a courteous, professional manner per FiveSenses service standard.
• Execute full guest check-in with identity verification, security deposit, access credentials, HMS update within 5 minutes, and building orientation.
• Execute full guest checkout with charge verification, invoice, key collection, HMS update within 5 minutes, deposit refund link, and OTA review request.
• Send pre-arrival messages to same-day check-ins with WiFi credentials, check-in instructions, and building information.
• Provide general information about the properties, services, and procedures to guests, visitors, and callers.
• Register all visitors and walk-in guests per registration and identity verification procedures.
• Manage all incoming front desk communications within 30 minutes; log requests/complaints in HMS and WhatsApp; escalate as needed.
• Log guest requests/complaints in HMS and Operations WhatsApp within 5 minutes; escalate to Concierge or Duty Manager as required.
• Organise front desk correspondence and deliveries; manage OTA cancellations through platform support channel.
• Escalate smart lock issues to Duty Manager; do not handle independently.
• Maintain accurate HMS records including room status, guest movements, charges and special requests.
• Maintain Offline Guest Register and follow manual check-in procedures when HMS is unavailable.
• Handle basic administrative duties: data entry, filing, and record maintenance for front desk operations.
• Manage front desk supplies; keep reception area stocked, neat, and operational.
• Prepare next-day checkout/check-in summaries and upload to Google Drive nightly (night shift).
• Complete cash counts and VCC reconciliation; submit Shift Handover Report; settle credit cards nightly; provide full handover to incoming shift.
• Ensure reception area is neat and professional; coordinate with HSKP and Duty Manager on building status and room readiness.
• Perform duties diligently, responsibly, and professionally; comply with company policies and SOPs.
• Clock in/out via HRMS with location services; participate in briefings, performance reviews, and trainings.

Job description

WIT Venture Sdn Bhd in Kuala Lumpur seeks a Front Desk Officer to support building operations with a strong focus on guest satisfaction, safety, service standards, and facility management.

You will manage check-ins/check-outs, communications, and records, ensuring timely HMS updates, accurate data entry, and professional guest interactions while upholding the FiveSenses Family standards. This role is on-site and requires a proactive, service-oriented mindset.