Front Office Associate

Key Responsibilities and Duties

1. Guest Registration and Service
- **Check-in and Check-out**: Efficiently perform all guest registration and departure procedures, including verifying identification, processing payments, issuing room keys, and calculating final bills.
- **Greeting and Welcome**: Greet all guests and visitors warmly and professionally in the resort lobby, providing a gracious and dependable welcome.
- **Guest Assistance**: Serve as a central point for all guest inquiries, requests, and concerns, providing prompt, professional, and courteous service.
- **Information Provision**: Provide detailed and accurate information about the resort's facilities, services, and amenities (e.g., dining, spa, pool, kids' club, meeting spaces) as well as local attractions, directions, and transportation in Melaka.
- **Concierge Support**: Assist guests with concierge-type services, such as arranging for car hire, making external reservations, and coordinating luggage handling with the Bell Desk.

2. Administrative and Financial Operations
- **Cashiering and Billing**: Accurately manage cash floats, process various payment types (cash, credit card, room charges), and ensure all billing and folios are correctly posted and reconciled during the shift.
- **Record Keeping**: Maintain and update accurate guest records and profiles in the Property Management System (PMS).
- **Shift Procedures**: Attend daily briefings, read and initial the logbook, and prepare all necessary paperwork and reports for smooth shift handover.

3. Inter-Departmental Coordination
- **Communication Hub**: Act as the primary communication link between guests and other resort departments.
- **Liaison**: Coordinate effectively with **Housekeeping** to ensure rooms are ready for arrivals and to fulfill guest requests for amenities or service.
- **Maintenance**: Log and follow up on any maintenance or technical issues reported by guests to ensure swift resolution.
- **Upselling**: Proactively promote and sell resort services, packages, and room upgrades to enhance the guest experience and maximize revenue.

4. Safety and Security
- Adhere to all hotel policies, safety protocols, and security procedures, including key management and verifying guest identification during check-in/out.
- Report any suspicious activities, safety concerns, or security incidents immediately to the appropriate manager.

Job Requirements and Skills
- **Experience**: Previous experience in a Front Office or customer-facing role within the hospitality industry (hotel/resort environment preferred) is a strong advantage.
- **Education**: A High School Diploma (SPM) is typically required. A Diploma or Degree in Hospitality Management is highly desirable.
- **Language Skills**: Excellent verbal and written communication skills in **English** and **Bahasa Melayu** are essential. Proficiency in a third language (e.g., Mandarin, other Chinese dialects, or an international language) is a significant advantage, given the resort's diverse clientele.
- **Technical Proficiency**: Competence in using hotel Property Management Systems (PMS) is highly desirable, along with basic computer literacy (Microsoft Office).
- **Soft Skills**:

- Strong focus on **Customer Service Orientation** and creating a positive guest impression.
- Ability to maintain a **positive and professional demeanor** under pressure.
- Excellent **problem-solving skills** and ability to handle guest complaints with calmness and empathy.
- Strong **multitasking** and organizational abilities.
- Reliable, punctual, and able to work in a flexible schedule that includes shifts, weekends, and public holidays.

**Job Types**: Full-time, Internship, Fresh graduate

Pay: RM1,700.00 - RM2,200.00 per month

**Benefits**:

- Additional leave
- Free parking
- Health insurance
- Maternity leave
- Meal provided
- Opportunities for promotion
- Professional development

Work Location: On the road