HOTEL SEEDS BUKIT BINTANG Hiring! Full Time FRONT OFFICE in Federal Territory, Earn up to MYR 1,700 - Ricebowl

JOB DESCRIPTION – FRONT OFFICE

Department: Front Office
Position: Front Office Staff / Front Desk Agent
Reports To: Front Office Supervisor / Front Office Manager

1. JOB PURPOSE

To provide professional, friendly and efficient service to all hotel guests while ensuring smooth front desk operations and maintaining a high standard of guest satisfaction.

2. KEY RESPONSIBILITIES

A. Guest Service

• Greet and welcome guests in a friendly and professional manner.
• Handle guest check-in and check-out procedures efficiently.
• Provide accurate information regarding hotel facilities, services, room rates and policies.
• Respond to guest enquiries, requests and complaints professionally.
• Assist guests with directions, transportation arrangements and other reasonable requests.
• Maintain good communication and positive relationships with guests.

B. Reservation & Front Desk Operations

• Handle room reservations, amendments and cancellations.
• Verify guest details and ensure all required registration information is completed.
• Process room charges, payments, deposits and other transactions accurately.
• Issue room keys/cards and maintain proper control of keys.
• Ensure all guest information is updated correctly in the hotel system.
• Monitor room availability and coordinate with Housekeeping regarding room status.

C. Telephone & Communication

• Answer telephone calls promptly and courteously.
• Handle guest messages and requests accurately.
• Communicate effectively with other departments regarding guest requirements.
• Maintain proper handover and communication between shifts.

D. Cash & Documentation

• Handle cash, credit card and other payment transactions according to hotel procedures.
• Maintain accurate records of all financial transactions.
• Perform cash float reconciliation at the end of each shift.
• Ensure all registration forms, reports and documents are properly completed and filed.

E. Guest Complaints & Problem Solving

• Handle guest complaints calmly, professionally and courteously.
• Take appropriate action to resolve guest issues within the scope of authority.
• Escalate serious or unresolved complaints to the Supervisor / Manager.
• Follow up on guest complaints to ensure proper resolution.

F. Safety & Security

• Follow all hotel safety, security and emergency procedures.
• Report suspicious activities, incidents or security concerns to the Supervisor / Manager.
• Protect guest privacy and confidentiality at all times.
• Ensure front desk procedures are followed according to hotel standards.

3. OTHER DUTIES

• Maintain cleanliness and neatness of the Front Office area.
• Assist other departments when required.
• Attend daily briefings, meetings and training sessions.
• Perform any other duties reasonably assigned by the Supervisor / Manager.
• Ensure punctuality, proper grooming and professional conduct at all times.

4. REQUIREMENTS

• Minimum SPM / equivalent qualification.
• Previous hotel or customer service experience is an advantage.
• Good communication and interpersonal skills.
• Able to communicate in Bahasa Malaysia and English.
• Basic computer skills and ability to operate hotel systems.
• Able to work shifts, weekends and public holidays.
• Friendly, responsible, disciplined and customer-oriented.
• Able to work independently and as part of a team.

5. KEY PERFORMANCE EXPECTATIONS

• Excellent guest satisfaction and service standards.
• Accurate check-in, check-out and payment procedures.
• Proper handling of guest complaints and requests.
• Accurate documentation and cash handling.
• Good attendance, punctuality and teamwork.
• Compliance with hotel SOPs, policies and procedures.

Pay: From RM1,700.00 per month

Benefits:

• Maternity leave
• Opportunities for promotion

Work Location: In person