JW Marriott Johor Bahru Hiring! Full Time Guest Service Agent (Pre-Opening) in Johor - Ricebowl

Position Summary

The Guest Service Agent is part of the pre-opening Front Office team and supports the preparation and operational readiness of JW Marriott Johor Bahru.

Once the hotel is operational, the Guest Service Agent is responsible for delivering a warm, personalized and seamless arrival and departure experience while assisting guests throughout their stay. The role represents the hotel at the Front Desk and ensures every interaction reflects JW Marriott and Marriott International service standards.

Key Responsibilities

Pre-Opening

• Participate in pre-opening training, orientation, simulations and operational trial runs.
• Become familiar with hotel facilities, room types, services, restaurants and guest offerings.
• Complete required Marriott systems, brand and service training.
• Support the preparation of Front Office equipment, supplies, collateral and work areas.
• Learn and follow Front Office SOPs, operational procedures and service standards.
• Participate in room and hotel familiarization activities and opening-readiness exercises.
• Support the team with other pre-opening activities as required.

Operational

• Welcome and assist guests in a warm, professional and personalized manner.
• Perform guest check-in and check-out accurately and efficiently.
• Verify reservations, room assignments, payment methods and guest information.
• Recognize Marriott Bonvoy members and provide the appropriate Elite benefits and recognition.
• Assist guests with hotel information, facilities, dining options, transportation and general enquiries.
• Anticipate guest needs and respond promptly to requests throughout their stay.
• Handle guest concerns professionally and escalate matters when additional assistance is required.
• Coordinate closely with Housekeeping, Concierge, Guest Relations and other departments to ensure a seamless guest experience.
• Process payments, deposits, folio adjustments and other Front Office transactions accurately.
• Maintain guest profiles, preferences and relevant information accurately within hotel systems.
• Ensure special requests, VIP arrangements and guest preferences are properly communicated and followed through.
• Maintain a clean, organized and professional Front Desk and lobby environment.
• Maintain guest confidentiality and protect personal and payment information.
• Follow hotel cash handling, credit, safety and security procedures.
• Ensure compliance with Marriott brand standards, LQA requirements and hotel SOPs.
• Perform other reasonable duties assigned by Front Office leadership.

Requirements

• Previous Front Office or guest service experience in a hotel is preferred; fresh graduates with a strong service attitude are welcome to apply.
• Diploma or equivalent qualification in Hospitality, Hotel Management or a related field is an advantage.
• Strong communication and interpersonal skills.
• Warm, confident and guest-focused personality.
• Good command of English and Bahasa Malaysia; Mandarin or other languages are an advantage.
• Basic computer skills and willingness to learn Marriott systems.
• Able to work effectively in a team and in a fast-paced environment.
• Flexible to work rotating shifts, weekends and public holidays.

Benefits:

• Free parking
• Meal provided
• Opportunities for promotion
• Professional development

Work Location: In person