Front Office Assistant

Job Summary:

Responsible for delivering exceptional front office service by managing guest check-ins, check-outs, reservations, and inquiries with professionalism and warmth. This role supports daily operations, coordinates with internal departments, ensures compliance with standards, and actively contributes to guest satisfaction and team performance.

Key Responsibilities:

1. Guest Reception & Service Excellence

Greet and welcome guests warmly and professionally.

Efficiently manage check-in and check-out procedures.

Provide detailed information about hotel facilities, services, and nearby attractions.

1. Reservation Management

Assist with reservations, modifications, and cancellations.

Ensure accurate and timely updates in the reservation system.

1. Communication & Issue Resolution

Answer phone calls and guest inquiries promptly and courteously.

Resolve guest concerns effectively, ensuring a positive experience.

Relay messages and provide necessary information clearly to guests.

1. Sales & Upselling Support

Promote hotel services, packages, and ongoing promotions.

Train team members on upselling techniques to maximize revenue.

1. Reporting & System Use

Use front office software to track occupancy, revenue, and guest feedback.

Communicate key performance updates to management regularly.

1. Coordination & Multitasking

Collaborate with other departments to ensure guest needs are met.

Maintain records of guest requests and ensure follow-through.

Manage multiple responsibilities efficiently, especially during peak hours.

1. Administrative Duties

Handle clerical tasks such as data entry, filing, and document preparation.

Maintain cleanliness and organization at the front desk area.

1. Third-Party Operator Check-Ins

Handle check-ins for third-party operator guests accurately.

Collect and submit IDs and deposits via designated channels (e.g., WhatsApp).

Ensure room readiness via shared status documents.

1. Night Audit & Shift Closure (For Night Shift)

Verify daily transactions in the Property Management System (PMS).

Check and organize keys for arrivals with complete guest details.

Reconcile cash collections and credit card settlements.

Handover pending arrivals to security accurately.

1. Key Card & Security Management

Collect and account for all key cards upon guest departure.

Implement RM100 charge for lost keys; inform RDM accordingly.

Maintain spare key availability for future check-ins.

Monitor and report any unusual activity or safety concerns.

1. Health & Safety Compliance

Ensure front office activities comply with safety regulations.

Participate in training on emergency procedures and evacuation drills.

Qualifications:

Academic Requirements:

· Minimum Diploma in Hotel Management or equivalent.

· Additional qualifications in Hospitality Management or related fields are an advantage.

Work Experience:

Minimum 1-3 years in guest service or front desk operations.

· Supervisory or leadership experience is a plus.

· Language Proficiency: English, Bahasa Melayu and Mandarin speaking

· Technical & Professional Skills:

Proficient in front desk software (PMS) and Microsoft Office Suite.

Effective in problem-solving and decision-making.

Customer-focused with a proven track record in delivering service excellence.

Personality Traits:

· Warm, friendly, and outgoing personality.

· Confident with high self-esteem.

· Meticulous and detail-oriented.

· Team player with a collaborative spirit.

· Strong interpersonal and analytical skills.

Job Types: Full-time, Permanent

Pay: RM2, RM2,500.00 per month

Benefits:

• Maternity leave
• Meal allowance
• Opportunities for promotion
• Parental leave
• Professional development

Ability to commute/relocate:

• Kuala Lumpur: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Guest service: 1 year (Required)

Language:

• English (Required)
• Mandarin (Required)

Work Location: In person