Role Description The Guest Experience Agent (Receptionist) is a full-time, on-site role based at Iconic Hotel Penang in Penang, Malaysia. This role involves welcoming guests upon arrival, managing check-in and check-out processes, handling reservations and room allocations, and providing information about hotel services, facilities, and local attractions. The Guest Experience Agent responds to guest inquiries and feedback, coordinates with other departments to fulfill guest requests, and helps resolve issues promptly and professionally. Additional responsibilities include processing payments, maintaining accurate records, ensuring the lobby and reception area are presentable, and upholding brand standards for service and hospitality.
Qualifications
- Strong customer service and guest relations skills, with the ability to create positive, memorable experiences.
- Effective communication skills in English; proficiency in additional languages is an advantage.
- Basic administrative and computer skills, including reservation systems, email, and office software.
- Organizational and multitasking abilities to manage check-ins, check-outs, and guest requests efficiently.
- Problem-solving skills and a calm, professional approach when handling guest issues or complaints.
- Previous experience in front office, hospitality, or customer-facing roles is preferred.
- Ability to work on-site in Penang, Malaysia, including shifts, weekends, and holidays as required.
- SPM & Diploma or equivalent qualification in hospitality, tourism, business, or related field is an advantage.
