Guest Relation Assistant

Key Responsibilities

• Welcome guests warmly during check-in and giving a fond farewell to guest while check-out, ensuring a memorable guest experience.

• Deliver excellent customer service in accordance with the hotel's standards and brand values.

• Review VIP reservations and complete all pre-arrival and pre-registration arrangements to ensure a seamless stay experience.

• Promote and upsell hotel rooms, facilities, services, dining options, and special packages to maximize guest satisfaction and hotel revenue.

• Maintain accurate guest records, including guest preferences, likes, dislikes, and special requests in the property management system.

• Coordinate closely with Housekeeping to ensure guest rooms are ready and available in a timely manner.

• Provide clear, accurate, and comprehensive handovers to the incoming shift team.

• To handle all guests complaints and concerns in an efficient and timely manner and without bias and prejudice.

• Provide guests with information regarding hotel facilities, services and promotion.

• Maintain up-to-date knowledge of room rates, promotions, packages, and hotel offerings to effectively assist guests and drive sales opportunities.

• Assist in achieving departmental performance targets, including guest satisfaction scores, room upgrades, and upselling objectives.

• Support teamwork and collaborate with other departments to ensure smooth daily hotel operations and exceptional guest experiences.

Job Requirements

• Previous experience in a customer service or guest-facing role within the hospitality industry. Fresh graduate are most welcome.
• Strong communication and interpersonal skills with the ability to interact with guests from diverse backgrounds
• Excellent problem-solving and decision-making abilities to handle guest requests efficiently
• Proficiency in English and Bahasa Malaysia, with the ability to converse in additional languages an advantage
• Flexibility to work in a fast-paced environment, including weekends and public holidays
• Diploma or degree in Hospitality Management or a related field
• Positive attitude, customer-focused approach, and commitment to delivering exceptional guest experiences.
• Malaysian citizens only.