Front Desk / Guest Service Executive

Location: Kuala Lumpur
Industry: Airbnb / Hospitality / Property Management

About the Role

We are looking for a friendly, responsible and service-oriented Front Desk / Guest Service Executive to join our hospitality management team.

The successful candidate will be responsible for welcoming guests, handling check-in and check-out, responding to guest enquiries and coordinating with our housekeeping and operations teams to ensure a smooth guest experience.

Key Responsibilities

Guest Service

• Welcome and assist guests during check-in and check-out.
• Handle guest enquiries through WhatsApp, phone calls and other communication channels.
• Provide information about the property, facilities, house rules and surrounding area.
• Handle guest complaints professionally and escalate serious issues to the Operations Manager.
• Follow up with guests to ensure they have a comfortable stay.

Front Desk Operations

• Manage daily check-in and check-out arrangements.
• Verify guest information and booking details.
• Prepare and issue access cards, keys or door access information.
• Monitor arrivals, departures, extensions and early check-outs.
• Maintain accurate guest records and daily reports.
• Ensure the front desk / reception area is clean and organised.

Coordination

• Coordinate with housekeeping regarding room readiness and cleaning status.
• Report maintenance issues to the maintenance team.
• Follow up on outstanding guest requests.
• Coordinate with the Operations Team for special guest requirements.
• Assist with emergency or urgent guest situations when required.

Administrative Duties

• Update booking and guest information.
• Prepare daily front desk reports.
• Assist with filing and documentation.
• Record guest feedback and complaints.
• Support the Operations Team with general administrative tasks.

Requirements Full-Time

• Minimum SPM / Diploma or equivalent.
• Hospitality, hotel, tourism or customer service experience is an advantage.
• Good communication and interpersonal skills.
• Able to communicate in English and Bahasa Malaysia. Mandarin is an advantage.
• Comfortable using WhatsApp, computer systems and basic Microsoft Office.
• Responsible, punctual and well-organised.
• Able to work shifts, weekends and public holidays when required.

Preferred Personality

We are looking for someone who is:

✓ Friendly and approachable
✓ Responsible and punctual
✓ Customer-service oriented
✓ Good at problem solving
✓ Able to work independently
✓ Patient when dealing with difficult guests
✓ Willing to learn
✓ Able to multitask
✓ Presentable and professional

Working Schedule

Full-Time: 6 days per week, depending on operational requirements.
Shift work, weekends and public holidays required.

KPI / Performance Expectations

• Guest enquiries responded to promptly.
• Accurate check-in and check-out management.
• Good guest reviews and service feedback.
• Minimal guest complaints.
• Proper coordination with housekeeping and maintenance.
• Accurate daily records and reports.
• Good attendance and punctuality.
• Compliance with company SOPs.

Benefits:

• Free parking
• Opportunities for promotion
• Parental leave
• Professional development

Pay: RM1,900.00 - RM2,500.00 per month

Benefits:

• Free parking
• Maternity leave
• Opportunities for promotion
• Professional development

Work Location: In person