Front Office Assistant

FRONT OFFICE ASSISTANT

Company: Grand Swiss-Belhotel Melaka
Department: Front Office
Location: Melaka, Malaysia

POSITION SUMMARY

The Front Office Assistant is responsible for supporting the efficient operation of the Front Office and ensuring that all guests receive professional, courteous and consistent service throughout their stay. The position is responsible for assisting with guest arrival and departure procedures, handling enquiries and requests, maintaining accurate guest information and coordinating with relevant departments to ensure smooth daily operations.

KEY RESPONSIBILITIES

• Assist in managing daily Front Office operations in accordance with established hotel policies, procedures and service standards.
• Conduct guest check in and check out procedures accurately and efficiently.
• Verify guest reservations, registration details, room assignments and payment arrangements.
• Welcome and assist guests in a professional and courteous manner throughout their stay.
• Handle guest enquiries, requests and feedback promptly, ensuring appropriate follow up and resolution.
• Provide accurate information regarding hotel facilities, services, room types and other relevant guest services.
• Coordinate closely with Housekeeping, Engineering, F&B and other departments to ensure timely attention to guest requests and operational requirements.
• Handle telephone calls, messages and correspondence professionally and efficiently.
• Assist with room reservations, amendments, cancellations and other Front Office related transactions when required.
• Maintain accurate and up to date guest records in the hotel's property management system.
• Process guest payments, charges and other financial transactions in accordance with established procedures.
• Ensure proper handling and control of guest keys, documents and confidential guest information.
• Monitor the Front Office area and ensure that the reception counter and surrounding areas are maintained in a professional and orderly manner.
• Record and communicate guest feedback, complaints, incidents and operational issues to the appropriate supervisor or manager.
• Ensure proper handover of information between shifts to maintain continuity of service.
• Maintain a high level of professionalism, confidentiality and service standards at all times.
• Perform any other duties and responsibilities as assigned by the Front Office Management.

QUALIFICATIONS & REQUIREMENTS

• Minimum SPM, Certificate or Diploma in Hotel Management, Tourism, Business Administration or a related field.
• Previous experience in Front Office or a customer facing position will be an advantage.
• Good command of English and Bahasa Malaysia, both written and spoken.
• Additional language proficiency will be an advantage.
• Strong communication, interpersonal and customer service skills.
• Professional appearance, positive attitude and service-oriented personality.

Pay: RM1,700.00 - RM1,800.00 per month

Benefits:

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

Work Location: In person