Guest Experience Agent – Front Office (Reception)

About the role

We are seeking a friendly, professional, and guest-oriented Guest Experience Agent to join our Front Office team. The successful candidate will be responsible for delivering a warm welcome, providing efficient check-in and check-out services, handling guest enquiries, and ensuring a smooth and memorable stay in accordance with the hotel's service standards.

Key responsibilities

• Welcome guests warmly and provide professional, courteous service at all times.

• Handle guest check-in and check-out procedures accurately and efficiently.

• Manage room reservations, guest registration, room assignments, and billing arrangements.

• Respond to guest enquiries, requests, and complaints promptly and professionally.

• Provide accurate information about hotel facilities, services, and local attractions.

• Coordinate with Housekeeping, Engineering, Security, and other departments to fulfil guest requests.

• Maintain accurate guest records and ensure proper handling of payments and room charges.

• Handle telephone calls, messages, and guest requests in a timely manner.

• Maintain confidentiality of guest information and comply with hotel policies and procedures.

• Assist in resolving guest concerns to enhance overall guest satisfaction.

Requirements:

• Minimum SPM qualification or equivalent; a Diploma in Hospitality Management or a related field is an advantage.

• Fresh graduates are encouraged to apply. No prior experience is required.

• Good communication and interpersonal skills.

• Pleasant personality with a positive attitude and a passion for guest service.

• Customer-oriented, professional, and able to handle guest enquiries courteously.

• Basic computer skills and willingness to learn hotel front office systems.

• Able to work on shifts, weekends, and public holidays.

• Proficiency in English and Bahasa Malaysia is required. Ability to speak Mandarin or other languages is an advantage.

• Malaysian citizens only.

Iconic Hotel Penang, 71, Jalan Icon City, Icon City, 14000 Bukit Mertajam, Penang