Customer Service Associate

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, and 22 Macalister.

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.

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 Customer Service Associate 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 Customer Service Associates are expected to perform these duties, with additional responsibilities for the Senior role.

Job Responsibilities:

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

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

3. Greet guests, answer phones, handle and check emails.

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

5. Manage cashier duties at the Hotel Front Office.

6. Communicate with other departments to ensure smooth and efficient operations.

7. Perform closing audits at the end of the work shift.

8. Perform any other duties as requested by superiors.

9. Perform Supporting Roles given

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

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

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

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

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

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

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

Job Requirements:

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

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

3. Basic language proficiency.

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

5. Responsible, independent, honest, and hardworking.

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

7. Strong leadership and team management skills.

8. Advanced problem-solving and conflict-resolution abilities.

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

10. Exceptional organizational skills and attention to detail.

Job Type: Full-time

Pay: RM2, RM4,500.00 per month

Benefits:

• Additional leave
• Free parking
• Health insurance
• Maternity leave
• Opportunities for promotion
• Parental leave
• Professional development

Work Location: In person