Overview
Guest Experience Agent (Receptionist) Jobs in Penang, Malaysia at Iconic Hotel Penang
Title: Guest Experience Agent (Receptionist)
Company: Iconic Hotel Penang
Location: Penang, Malaysia
Job Summary
The Guest Experience Agent serves as the first point of contact for hotel guests, providing exceptional customer service from check-in to check-out. This role handles reservations, guest inquiries, administrative tasks, and ensures every guest enjoys a memorable stay.
Key Responsibilities
- Welcome guests with a friendly and professional attitude.
- Perform guest check-in and check-out efficiently.
- Handle room reservations, cancellations, and modifications.
- Process payments, invoices, and maintain accurate guest accounts.
- Respond promptly to guest requests, inquiries, and complaints.
- Provide information about hotel facilities, services, and local attractions.
- Coordinate with housekeeping, maintenance, and other departments to meet guest needs.
- Answer telephone calls and respond to emails professionally.
- Maintain accurate guest records using the hotel's Property Management System (PMS).
- Upsell hotel rooms, services, and special promotions whenever appropriate.
- Ensure the reception area is clean, organized, and welcoming.
- Follow hotel policies, safety procedures, and data privacy standards.
Requirements
- Diploma or equivalent qualification; hospitality-related certification is an advantage.
- Previous experience in hotel reception, front office, or customer service is preferred.
- Excellent communication and interpersonal skills.
- Strong problem-solving and conflict resolution abilities.
- Ability to work flexible shifts, including weekends and public holidays.
- Basic computer literacy and familiarity with hotel management systems (e.g., Opera PMS) is an advantage.
- Good command of English; additional languages are a plus.
- Professional appearance and positive attitude.
Skills
- Customer service excellence
- Communication and active listening
- Multitasking and time management
- Attention to detail
- Cash handling and payment processing
- Teamwork and collaboration
- Conflict resolution
- Computer and administrative skills
Working Conditions
- Shift-based schedule, including nights, weekends, and public holidays.
- Standing for extended periods at the front desk.
- Fast-paced hospitality environment requiring flexibility and professionalism.
Performance Indicators (KPIs)
- Guest satisfaction scores
- Check-in/check-out efficiency
- Positive guest feedback and reviews
- Accuracy of reservations and billing
- Upselling performance
- Response time to guest requests
