HOTEL FRONT OFFICE CUSTOMER SERVICE

About the role

Forum Hotel is seeking a dedicated Hotel Front Office Customer Service professional to join our team on a full-time basis at our property on Penang Island, Penang. This is a key position within our Front Office operations, where you will be the first point of contact for our guests and play a vital role in shaping their experience from arrival to departure. As a front-facing team member, you will be responsible for delivering exceptional customer service whilst maintaining the highest standards of hospitality. Your role is instrumental in creating a welcoming atmosphere, addressing guest needs promptly, and ensuring that every interaction reflects our commitment to excellence.

Key responsibilities

• Greeting guests upon arrival and checking them in efficiently whilst maintaining a warm and professional demeanour
• Processing guest reservations, amendments and cancellations using the hotel management system
• Providing accurate information about hotel facilities, services, local attractions and dining options available to guests
• Handling guest inquiries and concerns with patience and professionalism, escalating issues when necessary
• Managing room assignments and coordinating with housekeeping to ensure timely room preparation
• Processing guest payments and managing the front desk cash floats and accounting procedures
• Assisting with telephone and email enquiries from prospective guests and travel agents
• Maintaining the cleanliness and organisation of the front office area
• Supporting other front office staff members and departments to ensure seamless hotel operations
• Following health, safety and security protocols to protect guest and staff welfare

What we're looking for

• Proven experience in a front office or guest services role within a hotel, hospitality or similar customer-facing environment
• Strong communication skills in English, both written and verbal, with the ability to interact professionally with diverse guests
• Proficiency in using hotel management systems and computer applications; previous experience with reservation software is advantageous
• Excellent organisational and time management abilities, with the capacity to manage multiple tasks simultaneously
• A genuine passion for delivering outstanding customer service and problem-solving skills to address guest needs
• Friendly, patient and courteous personality with a positive attitude towards guest interactions
• Ability to work flexible shifts, including evenings, weekends and public holidays as required
• Attention to detail and accuracy when processing bookings, payments and guest information
• A professional appearance and willingness to uphold the hotel's standards of conduct and grooming
• Knowledge of local attractions, dining and transport options in Penang is desirable

What we offer

At Forum Hotel, we value our team members and are committed to creating a supportive and rewarding work environment. We offer competitive remuneration commensurate with experience, staff benefits including meals and discounts on hotel services, and opportunities for professional development within the hospitality industry. We foster a culture of teamwork and provide ongoing training to help you grow your career. Our team enjoys a collaborative working atmosphere where your contributions are recognised and appreciated. We believe in maintaining a healthy work-life balance and provide clear career progression pathways for motivated individuals.

About us

Forum Hotel is a distinguished hospitality establishment located on Penang Island, dedicated to providing guests with exceptional service and memorable experiences. We pride ourselves on our commitment to excellence, warm hospitality and attention to detail. Our team comprises professionals passionate about delivering outstanding guest experiences and maintaining the highest standards of service. At Forum Hotel, we believe that our staff are the heart of our success, and we are committed to creating a positive workplace where team members can thrive and develop their careers. We welcome guests from around the world and celebrate the diversity that enriches our operations and culture.

Apply now

If you are a customer-focused professional with a genuine passion for hospitality and delivering exceptional service, we would love to hear from you. Please submit your CV, a cover letter and any relevant certificates or references to our recruitment team. Join Forum Hotel and become part of a team dedicated to creating unforgettable guest experiences on the beautiful island of Penang.