Front Desk Officer (Chinese Speaking)

Key responsibilities

• Greeting guests with warmth and professionalism upon arrival and departure, ensuring a welcoming atmosphere
• Processing guest check-ins and check-outs efficiently and accurately, utilising the hotel's property management system
• Communicating with guests in Chinese, English and Bahasa Melayu to provide information about hotel facilities, services and local attractions
• Handling guest inquiries and requests promptly, resolving issues with courtesy and discretion
• Managing room reservations and coordinating with other hotel departments to ensure smooth operations
• Processing payments and managing financial transactions at the front desk with accuracy
• Maintaining the front desk area to ensure it is clean, organised and presentable at all times
• Answering incoming calls and directing them to the appropriate departments or personnel
• Assisting with concierge services, including providing recommendations for dining, entertainment and sightseeing
• Coordinating with housekeeping, maintenance and other departments to address guest needs and concerns
• Recording and reporting any maintenance issues, security concerns or unusual incidents to management
• Contributing to a positive team environment and supporting colleagues to deliver consistent service excellence

Candidate Requirements

• Fluency in Chinese (Mandarin or Cantonese), English and Bahasa Melayu, both written and spoken
• Previous experience working in a front desk, reception or customer service role within the hospitality industry
• Strong interpersonal and communication skills with the ability to engage guests from diverse backgrounds
• Professional demeanour and polished grooming suitable for a hotel environment
• Proficiency with computer systems and hotel property management software (training will be provided)
• Excellent organisational skills with the ability to multitask and manage competing priorities
• Problem-solving abilities and a proactive approach to addressing guest concerns
• Flexibility to work shifts, including evenings, weekends and public holidays as required
• A genuine passion for hospitality and commitment to delivering exceptional customer service
• Reliability, punctuality and a strong work ethic