Senior Guest Service Executive (Hospitality)

ALV HOMES SDN. BHD.; Seberang Perai; On-site; MYR 42,000 - 58,000; Full time

Job summary

ALV GROUP in Georgetown, Penang, Malaysia, is hiring a Senior Guest Service Executive to lead front desk operations in a vibrant hospitality environment. You will supervise, train, and coordinate with housekeeping and maintenance to ensure flawless guest experiences.

The role requires strong leadership, superior communication, and a customer-first mindset, with responsibilities spanning reservations, data accuracy, and cashier duties across morning, evening, and night shifts.

Qualifications

• Minimum education: SPM, Diploma or Degree in relevant fields.
• 2–3 years of experience, with at least 1 year in a supervisory position.
• Strong leadership and communication skills.
• Proficient with hotel management software, MS Office and POS systems.
• Willing to work morning, evening and night shifts on rotation.

Responsibilities

• Perform check-in, check-out, room assignment, room change procedures and new room reservations.
• Ensure all guest data is accurately recorded in the hotel system.
• Greet guests, answer phones, handle and check emails.
• Attend to and resolve guest inquiries, complaints and requests promptly and courteously.
• Manage cashier duties at the Front Office.
• Coordinate with other departments to ensure smooth operations.
• Conduct shift briefings and train junior front desk staff.
• Handle complex guest requests and issues with professionalism.

Skills

Strong communication

Leadership

Team management

Digital literacy

Problem solving

Education

SPM / Diploma / Degree

Tools

Hotel management software

MS Office

POS systems

Job description

Senior Guest Service Executive (Hospitality)

Job Title :Guest Service Executive (Hospitality)

Location :Georgetown Penang, Malaysia

Working Days : 6 Days a week

About the Company:

Join ALV GROUP for a refreshing career experience in a youthful and dynamic environment. Since our establishment in 2017, we’ve grown into a vibrant hospitality company currently managing a diverse portfolio of properties, including Tropicana 218 Macalister, Quint Residence, Sunrise Gurney, Urban Suites, Maritime, The Sun, Iconic Regency, Ferringhi Villas, MARC Residences, Bagan Suites, 22 Macalisterz and Nadi Glamping Suites.

Our company is expanding rapidly, offering exciting opportunities for career advancement. At ALV, we foster a positive, energetic, and friendly work culture where collaboration and personal growth are valued. We believe in work-life balance, provide flexible arrangements, and support the well-being and professional development of our team members.

We are expanding our team and currently hiring Guest Service Executives for new glamping suites in Penang. Join us to gain valuable hospitality experience, enhance your customer service skills, and learn more about hotel operations in a dynamic environment.

Be part of a forward-moving team where your contributions matter and your growth is limitless. Thrive with us at ALV GROUP—where your aspirations meet vibrant possibilities.

Job Summary:

The Guest Service Executive is the first point of contact for guests and plays a crucial role in providing exceptional customer service, ensuring a smooth and welcoming experience. This position requires a friendly and professional demeanour, strong communication skills, and the ability to handle a variety of tasks efficiently. Both Senior and Junior Guest Service Executive are expected to perform these duties, with additional responsibilities for the Senior role.

Job Responsibilities:

Perform check-in, check-out, room assignment, room change procedures, and new room reservations.

Ensure all guest data is accurately recorded in the hotel system.

Greet guests, answer phones, handle and check emails.

Attend to and resolve guest inquiries, complaints, and requests promptly and courteously.

Manage cashier duties at the Front Office.

Communicate with other departments to ensure smooth and efficient operations.

Perform closing audits at the end of the work shift.

Perform any other duties as requested by superiors.

Perform Supporting Roles given

Supervise and train junior front desk staff, ensuring adherence to company standards and procedures.

Handle complex guest requests, complaints, and issues with professionalism and discretion.

Manage reservations, cancellations, and room assignments to optimize occupancy and guest satisfaction.

Coordinate with other departments, such as housekeeping and maintenance, to address guest needs and concerns.

Conduct shift briefings to ensure team members are well-informed about daily activities and special guest requests.

Maintain accurate guest records and financial transactions, ensuring compliance with hotel policies and procedures.

Assist in developing and implementing front desk policies and procedures to enhance the guest experience.

Job Requirements:

A minimum of an SPM, Diploma, or Degree in relevant fields is required.

A minimum of 2-3 years of experience is required, with at least 1 year in a supervisory position being advantageous.

Basic language proficiency.

Digitally savvy, good with using online software and mobile devices.

Responsible, independent, honest, and hardworking.

Ability to work morning, evening and night shift on rotation basis.

Strong leadership and team management skills.

Advanced problem-solving and conflict-resolution abilities.

Proficiency in hotel management software, MS Office Suite, and point-of-sale systems.

Exceptional organizational skills and attention to detail.