Lobby Ambassador

About the role

Swiss-Garden International Hotels, Resorts & Inns is seeking a Lobby Ambassador to join our Front Office & Guest Services team at our Kuantan Pahang property. This is a full-time position based on-site at our hotel. As a Lobby Ambassador, you will be the first point of contact for our guests, embodying the welcoming spirit and exceptional service standards that define the Swiss-Garden experience. This role is pivotal in creating memorable first impressions and ensuring every guest feels valued and well-cared for from the moment they arrive at our property.

Key responsibilities

• Greet and welcome all guests as they arrive at the hotel lobby with a warm, professional demeanour
• Assist guests with check-in and check-out procedures, ensuring efficiency and attention to detail
• Provide comprehensive information about hotel facilities, services, amenities and local attractions in Kuantan Pahang
• Handle guest enquiries and requests promptly, demonstrating extensive product knowledge
• Respond to guest concerns and complaints with empathy, working towards swift resolution
• Coordinate with other departments (housekeeping, maintenance, food & beverage) to ensure guest satisfaction
• Process and monitor guest reservations, upgrades and special requests
• Maintain the lobby area to ensure it is clean, welcoming and well-organised
• Assist with concierge duties, including arranging local transportation, restaurant reservations and activity bookings
• Uphold hotel security protocols and maintain confidentiality of guest information
• Contribute to team objectives and participate in training programmes to enhance service quality

What we're looking for

• Previous experience in a guest-facing role within the hospitality industry, preferably in front office or concierge services
• Excellent communication skills in English; proficiency in additional languages is highly desirable
• Strong interpersonal skills with the ability to engage positively with diverse guests
• Outstanding customer service ethos with a genuine passion for delivering exceptional experiences
• Professional appearance and presentation standards
• Ability to multitask and remain calm under pressure during busy periods
• Proficiency in hotel management systems and computer applications
• Strong organisational and problem-solving abilities
• Flexibility to work varied shifts, including weekends and public holidays as required
• A positive attitude, reliability and commitment to team collaboration
• Knowledge of Kuantan Pahang's attractions and local area would be advantageous

What we offer

Swiss-Garden International Hotels, Resorts & Inns is committed to creating an engaging and supportive workplace where our team members can flourish. We offer a range of competitive benefits tailored to support your wellbeing and career development:

• Competitive salary and performance-based incentives
• Comprehensive staff benefits including health insurance and wellness programmes
• Opportunities for professional development and training within the hospitality industry
• Staff discounts on hotel facilities and dining services
• A vibrant, multicultural working environment
• Career progression opportunities within the Swiss-Garden group of hotels
• Supportive management and a collaborative team culture

About us

Swiss-Garden International Hotels, Resorts & Inns is a prestigious member of the OSK Group, renowned for delivering exceptional hospitality experiences across Malaysia. Our collection of hotels and resorts is dedicated to providing guests with world-class facilities, genuine warmth and personalised service in stunning locations. With a commitment to excellence, sustainability and guest satisfaction, Swiss-Garden has established itself as a trusted name in the hospitality industry. Our team members are at the heart of everything we do, and we pride ourselves on fostering a culture of professionalism, integrity and continuous improvement.

Apply now

If you are passionate about delivering outstanding guest experiences and would like to become part of our dynamic team at Swiss-Garden International Hotels, Resorts & Inns in Kuantan Pahang, we would love to hear from you. Please submit your application with your CV and a cover letter detailing your relevant experience and why you are the ideal Lobby Ambassador for our property.