Iconic Hotel Penang Hiring! Full Time Guest Experience Agent (Receptionist) in Pulau Pinang - Ricebowl

Job Summary

The Guest Experience Agent serves as the first point of contact for hotel guests, providing exceptional customer service from check-in to check-out. This role handles reservations, guest inquiries, administrative tasks, and ensures every guest enjoys a memorable stay.

Key Responsibilities

• Welcome guests with a friendly and professional attitude.
• Perform guest check-in and check-out efficiently.
• Handle room reservations, cancellations, and modifications.
• Process payments, invoices, and maintain accurate guest accounts.
• Respond promptly to guest requests, inquiries, and complaints.
• Provide information about hotel facilities, services, and local attractions.
• Coordinate with housekeeping, maintenance, and other departments to meet guest needs.
• Answer telephone calls and respond to emails professionally.
• Maintain accurate guest records using the hotel's Property Management System (PMS).
• Upsell hotel rooms, services, and special promotions whenever appropriate.
• Ensure the reception area is clean, organized, and welcoming.
• Follow hotel policies, safety procedures, and data privacy standards.

Requirements

• Diploma or equivalent qualification; hospitality-related certification is an advantage.
• Previous experience in hotel reception, front office, or customer service is preferred.
• Excellent communication and interpersonal skills.
• Strong problem-solving and conflict resolution abilities.
• Ability to work flexible shifts, including weekends and public holidays.
• Basic computer literacy and familiarity with hotel management systems (e.g., Opera PMS) is an advantage.
• Good command of English; additional languages are a plus.
• Professional appearance and positive attitude.

Skills

• Customer service excellence
• Communication and active listening
• Multitasking and time management
• Attention to detail
• Cash handling and payment processing
• Teamwork and collaboration
• Conflict resolution
• Computer and administrative skills

Working Conditions

• Shift-based schedule, including nights, weekends, and public holidays.
• Standing for extended periods at the front desk.
• Fast-paced hospitality environment requiring flexibility and professionalism.

Performance Indicators (KPIs)

• Guest satisfaction scores
• Check-in/check-out efficiency
• Positive guest feedback and reviews
• Accuracy of reservations and billing
• Upselling performance
• Response time to guest requests