Guest Experience Associate - Bellman

Overview

You will be employed as Guest Service Attendant – Bell Service and will report directly to the Front Office Manager, with daily operational coordination through the Duty Manager where applicable.

Your primary responsibility is to deliver a warm, professional, and memorable arrival and departure experience for all guests. You will assist with luggage handling, guest escort, transportation arrangements, and concierge-related services while maintaining the highest standards of hospitality. You will work closely with the Front Office and Concierge teams to ensure smooth daily operations and exceptional guest satisfaction.

Key Responsibilities

1. Guest Service

• Welcome guests warmly upon arrival and departure in accordance with COBNB hospitality standards.
• Escort guests to their rooms and assist with luggage handling promptly and professionally.
• Explain room features, facilities, and property amenities during room escort.
• Respond promptly and professionally to guest requests, enquiries, and service needs.
• Proactively offer assistance and anticipate guest needs whenever possible.
• Assist guests with transportation arrangements, including taxis, ride-hailing services, and airport transfers where applicable.
• Maintain excellent knowledge of the property's facilities, nearby attractions, restaurants, transportation options, and local points of interest.

2. Guest Relations

• Build positive relationships with guests through courteous and personalized service.
• Gather guest feedback to improve service quality.
• Handle guest complaints professionally and escalate issues promptly to the Front Office Manager or Duty Manager.
• Promote the COBNB App and encourage guests to utilize its features and benefits.

3. Luggage & Concierge Operations

• Handle, transport, store, and safeguard guests' luggage with care.
• Maintain accurate records for luggage storage and retrieval.
• Deliver guest messages, parcels, packages, and correspondence accurately and confidentially.
• Ensure luggage storage areas remain clean, organized, and secure.

4. Front Office Support

• Assist with updating guest information and maintaining accurate guest records in the property management system.
• Support Front Office operations during peak periods when required.
• Ensure smooth shift handovers through effective communication with team members.
• Maintain guest history records to enhance repeat guest experiences.

5. Operational Excellence

• Ensure brochures, promotional materials, and guest information are adequately stocked and displayed.
• Support promotional campaigns and guest engagement initiatives organized by Front Office Management.
• Maintain cleanliness and professional presentation of the lobby, entrance, bell desk, and luggage storage areas.
• Follow all company policies, brand standards, and standard operating procedures.
• Adhere strictly to safety, security, emergency, and fire evacuation procedures.
• Attend departmental briefings, meetings, and training sessions as required.
• Perform any other duties assigned by Management.

Requirements

• Diploma or Certificate in Hospitality, Tourism, or a related field is preferred.
• Minimum 1 year of experience in Bell Service, Concierge, Front Office, or Guest Services (fresh graduates are encouraged to apply).
• Excellent customer service and interpersonal skills.
• Good organizational and time management abilities.
• Able to communicate effectively in English and Bahasa Malaysia (Mandarin is an added advantage).
• Physically fit and able to handle guests' luggage safely.
• Positive attitude with a strong guest-focused mindset.
• Professional appearance and pleasant personality.
• Able to work shifts, weekends, and public holidays.
• Passion for delivering exceptional hospitality experiences.

Pay: RM2,300.00 - RM2,800.00 per month

Work Location: In person