Job Description

ey Responsibilities

1. Guest Service & Reception

• Greet all guests with professionalism, warmth, and courtesy.
   
• Handle check-in/check-out procedures accurately (cash, LO, corporate bookings).
   
• Provide clear and knowledgeable information regarding room types, café menu, promotions, and ongoing events (e.g., SoundBridge, KamiKita).
   
• Manage phone calls, WhatsApp inquiries, and social media DMs related to bookings or general questions.
   
• Assist walk-in customers with room availability, café seats, or event information.
   

2. Product Knowledge & Upselling

• Maintain strong knowledge of all room categories, rates, amenities, café items, and special promotions.
   
• Promote upgrades (e.g., room upgrades, waffle bar, tea set, café specials) in a non-pushy, professional manner.
   
• Stay updated with daily hotel occupancy, café specials, events, and hall rental packages.
   

3. Cashiering & Billing

• Handle payments (cash, card, FPX, e-wallet) accurately.
   
• Prepare receipts, invoices, and LO support documents when needed.
   
• Ensure shift cash float and end-of-day balancing are correct.
   

4. Administrative Tasks

• Update guest records, booking platforms (Agoda, Booking.com), and internal systems.
   
• Prepare daily shift reports, occupancy summaries, and issue logs.
   
• Coordinate with housekeeping & maintenance for room readiness or repairs.
   
• Manage keys, lost & found log, and stock items at the front counter.
   

5. Cleanliness & Presentation

• Ensure front counter area, lobby, and café reception remain tidy and presentable.
   
• Maintain proper uniform, grooming, and hospitality demeanor.
   

6. Problem Solving

• Handle guest complaints with calmness, professionalism, and solutions.
   
• Escalate issues to the Manager when necessary.
   
• Provide quick and accurate explanations (e.g., facilities, TV/AC troubleshooting, café waiting time).
   

Job Requirements

Requirements

Skills & Competencies

• Pleasant personality with strong communication skills.
   
• Good command of English & Bahasa Malaysia (Mandarin is an advantage).
   
• Ability to multitask and work under pressure.
   
• Strong problem-solving skills and positive attitude.
   
• Basic computer knowledge (POS, booking systems, WhatsApp Business).
   

Experience

• Minimum 1 year in customer service, reception, café front counter, or hospitality preferred (fresh graduates welcome).
   

Education

• SPM / Diploma in Hospitality, Tourism, Business, or related fields.
   

Work Conditions

• Shift-based schedule (morning/afternoon/night).
   
• Ability to stand for long hours.
   
• Weekend & public holiday availability.

Skills