Hotel Front Desk Officer (Butterworth / Bukit Mertajam)

Job Title : Hotel Front Desk Officer (Senior / Junior)

Location : The Bagan Suite Hotel (Butterworth) & Marc Residence (Bukit Mertajam)

About the Company:

Join ALV GROUP. for a refreshing career experience in a youthful and dynamic environment. Since our establishment in 2017, we've cultivated a culture that values positivity, integrity, and a supportive camaraderie. At ALV, you'll find a friendly workplace where every team member is encouraged to excel and grow together.

Enjoy competitive benefits that prioritize your well-being and professional development. We advocate for work-life balance with flexible hours and initiatives that accommodate your personal commitments. As we expand, joining us means being part of our pioneering team with ample opportunities for career advancement. Seize the chance to make a meaningful impact and grow with us at ALV GROUP., where your aspirations meet limitless possibilities.

Job Summary:

The Hotel Front Desk Officer is the first point of contact for guests and plays a crucial role in providing exceptional customer service, ensuring a smooth and welcoming experience. This position requires a friendly and professional demeanour, strong communication skills, and the ability to handle a variety of tasks efficiently. Both Senior and Junior Front Desk Officers are expected to perform these duties, with additional responsibilities for the Senior role.

Job Responsibilities:

1. Perform check-in, check-out, room assignment, room change procedures, and new room reservations.
2. Ensure all guest data is accurately recorded in the hotel system.
3. Greet guests, answer phones, handle and check emails.
4. Attend to and resolve guest inquiries, complaints, and requests promptly and courteously.
5. Manage cashier duties at the Hotel Front Office.
6. Communicate with other departments to ensure smooth and efficient operations.
7. Perform closing audits at the end of the work shift.
8. Perform any other duties as requested by superiors.
9. Perform Supporting Roles given
10. Supervise and train junior front desk staff, ensuring adherence to company standards and procedures.
11. Handle complex guest requests, complaints, and issues with professionalism and discretion.
12. Manage reservations, cancellations, and room assignments to optimize occupancy and guest satisfaction.
13. Coordinate with other departments, such as housekeeping and maintenance, to address guest needs and concerns.
14. Conduct shift briefings to ensure team members are well-informed about daily activities and special guest requests.
15. Maintain accurate guest records and financial transactions, ensuring compliance with hotel policies and procedures.
16. Assist in developing and implementing front desk policies and procedures to enhance the guest experience.

Job Requirements:

1. A minimum of an SPM, Diploma, or Degree in relevant fields is required.
2. A minimum of 1-2 years of experience is required, with at least 1 year in a supervisory position being advantageous.
3. Basic language proficiency.
4. Digitally savvy, good with using online software and mobile devices.
5. Responsible, independent, honest, and hardworking.
6. Ability to work morning, evening and night shift on rotation basis.
7. Strong leadership and team management skills.
8. Advanced problem-solving and conflict-resolution abilities.
9. Proficiency in hotel management software, MS Office Suite, and point-of-sale systems.
10. Exceptional organizational skills and attention to detail.