HOTEL FRONT OFFICE CUSTOMER SERVICE

Forum Hotel; George Town; On-site; MYR 20,000 - 100,000; Full time

Job summary

A leading hospitality group in George Town, Penang, is seeking a Front Office Customer Service representative to join their team. In this full-time role, you will be key in providing exceptional service to all guests, ensuring their comfort and satisfaction throughout their stay. Responsibilities include greeting guests, handling check-ins and check-outs, and addressing complaints with professionalism. We're looking for someone with a passion for customer service and excellent communication skills. Join us to be part of a dynamic team focused on guest experiences.

Benefits

Comprehensive training opportunities

Discounted accommodation rates

Subsidised meals

Career progression opportunities

Employee wellbeing programmes

Qualifications

• Experience in front office or customer service role in hospitality.
• Excellent communication and interpersonal skills.
• Proficient in English; multilingual skills are a plus.

Responsibilities

• Greet and welcome guests professionally.
• Check guests in and out efficiently.
• Handle guest complaints and provide solutions.
• Assist with luggage and concierge services.

Skills

Customer service

Communication skills

Problem-solving

Conflict resolution

Flexibility

Job description

The HOTEL FRONT OFFICE CUSTOMER SERVICE role is an exciting opportunity to join the team at the prestigious FORUM HOTEL' in George Town Penang. As a full‑time position, you will be responsible for providing exceptional customer service to all guests, ensuring their stay is comfortable and memorable. This key role is integral to the hotel's operations and contributes directly to the overall guest experience.

What you’ll be doing

• Greet and welcome guests in a friendly and professional manner, ensuring a positive first impression
• Efficiently check‑in and check‑out guests, handling all enquiries and requests promptly
• Provide information about the hotel's facilities, services and the local area
• Handle guest complaints and feedback with tact and diplomacy to resolve issues
• Assist with luggage and provide concierge services as required
• Maintain a high level of product knowledge to effectively sell hotel packages and upgrades
• Perform general administrative duties such as answering phone calls and managing bookings
• Work closely with the wider hotel team to ensure seamless service delivery

What we’re looking for

• Previous experience working in a front office or customer service role, preferably within the hospitality industry
• Excellent communication and interpersonal skills with the ability to provide exceptional customer service
• Strong problem‑solving and conflict resolution skills to handle guest queries and complaints
• Proficient in English with the ability to communicate effectively in other languages an advantage
• Flexible and adaptable, able to work shifts including weekends and public holidays
• Passionate about delivering a high‑quality guest experience

What we offer

• Comprehensive training and development opportunities
• Discounted accommodation rates at our hotels
• Subsidised meals during shifts
• Opportunities for career progression and advancement
• Access to our employee wellbeing programmes

About us

FORUM HOTEL' is a leading hospitality group with a growing portfolio of luxury hotels and resorts across Malaysia. Our mission is to provide exceptional experiences that exceed the expectations of our guests. We are committed to creating a diverse and inclusive workplace culture where our employees can thrive.

If you’re passionate about delivering exceptional customer service and want to be part of a dynamic and supportive team, apply now for this exciting opportunity.