Guest Experience Assistant

About the role

We are seeking a Guest Experience Assistant to join the Front Office team at Iconic Marjorie Hotel, a Tribute Portfolio in Bayan Lepas, Penang. This is a full-time position that plays a crucial role in delivering exceptional guest experiences and ensuring smooth day-to-day operations at our luxury hotel. As a Guest Experience Assistant, you will be the first point of contact for many of our guests, setting the tone for their stay and contributing directly to the hotel's reputation for outstanding hospitality. This role is essential to maintaining our commitment to delivering memorable experiences that exceed guest expectations.

Key responsibilities

• Greeting guests upon arrival and departure with warmth and professionalism, creating a welcoming atmosphere
• Assisting with guest check-in and check-out processes, ensuring accuracy and efficiency
• Responding to guest enquiries and requests promptly, providing information about hotel facilities, amenities and local attractions
• Coordinating with various hotel departments to arrange special requests, dining reservations and activities for guests
• Managing the front desk during assigned shifts, including answering telephone calls and directing communications appropriately
• Processing guest complaints or concerns with empathy and finding solutions that enhance satisfaction
• Maintaining accurate records of guest information and stay details in the property management system
• Assisting with concierge services, including restaurant recommendations, transport arrangements and local guidance
• Supporting the front office team with administrative tasks and general housekeeping of the reception area
• Demonstrating knowledge of hotel services, policies and procedures to provide consistent, high-quality support

What we're looking for

• Excellent communication skills in English; proficiency in additional languages such as Mandarin, Malay or other international languages is highly desirable
• Strong interpersonal and customer service abilities, with a genuine passion for helping guests feel welcome and valued
• Ability to remain calm and professional in fast-paced environments whilst handling multiple guest requests simultaneously
• Proficiency with hotel management systems and computer applications; experience with property management software is advantageous
• Attention to detail and accuracy in record-keeping and administrative tasks
• Flexibility to work various shifts, including early mornings, evenings, weekends and public holidays as required
• A professional appearance and demeanour that aligns with luxury hospitality standards
• Previous experience in front office, guest services or a similar hospitality role is preferred but not essential for enthusiastic candidates
• Problem-solving abilities and a proactive approach to identifying and addressing guest needs

What we offer

At Iconic Marjorie Hotel, a Tribute Portfolio, we believe our team members are our greatest asset. We are committed to fostering a supportive and inclusive work environment where you can thrive and develop your career in hospitality. We offer competitive remuneration, comprehensive staff benefits including discounted accommodation rates at our hotel and other Marriott properties and duty meals Our training and development programmes ensure you gain valuable skills and knowledge to advance your career. We also provide a collaborative team culture where your contributions are recognised and valued, and we encourage work-life balance through fair scheduling and support for personal development.

About us

Iconic Marjorie Hotel, a Tribute Portfolio located in the heart of Bayan Lepas, Penang. As part of the prestigious Marriott International Tribute Portfolio Collection, we are dedicated to delivering authentic, personalised experiences that celebrate the unique character and heritage of our destination. Our hotel combines contemporary comfort with distinctive style, offering guests an unforgettable stay in one of Malaysia's most vibrant locations. We pride ourselves on our commitment to exceptional hospitality, attention to detail and creating meaningful connections with our guests. Our team is passionate about delivering excellence in every interaction and upholding the values of integrity, respect and service that define our brand.

Apply now

If you are enthusiastic about hospitality and eager to deliver outstanding guest experiences, we would love to hear from you. Please submit your CV and a cover letter detailing your relevant experience and why you would be an excellent fit for the Guest Experience Assistant role. We look forward to welcoming you to our team at Iconic Marjorie Hotel, a Tribute Portfolio Hotel.