We are seeking an enthusiastic and professional Front Office Ambassador to join our team in Sepang, Malaysia. As the face of our organization, you will deliver exceptional guest experiences while managing front office operations with precision and care. This role is perfect for someone who combines strong organizational skills with a genuine passion for customer service and a collaborative spirit. You will work closely with our front office team to ensure every guest interaction reflects our commitment to excellence and hospitality.
- Greet guests with warmth and professionalism, serving as the primary point of contact and brand representative for the organization
- Demonstrate exceptional reception, concierge, and operator standards of service in all guest interactions while adhering to all brand, hotel, and departmental policies
- Process guest check-ins and check-outs efficiently and accurately, ensuring all required information is collected and billing is properly configured
- Manage reservations, modifications, and cancellations using property management systems and communicate effectively with guests regarding their bookings
- Handle guest inquiries and requests promptly and professionally, following up within established timeframes to ensure satisfaction
- Maintain comprehensive knowledge of hotel amenities, services, room types, rates, local attractions, and hours of operation to provide accurate information and recommendations
- Promote hotel services and internal outlets (restaurants, spa, etc.) through consultative selling and upselling techniques at all points of contact
- Coordinate with housekeeping and other departments to ensure room readiness and seamless guest experiences
- Enroll guests in loyalty programs and maintain accurate member profiles, celebrating guest loyalty and driving program participation
- Manage reservation files, monitor system requests, and ensure all guest preferences and special requests are documented and communicated to relevant departments
- Assist with luggage storage, retrieval, and bell desk coverage as needed
- Maintain a safe and welcoming front office environment by adhering to all health, safety, and emergency procedures
- Work collaboratively with team members to support departmental goals and contribute to a positive, inclusive workplace culture
- Perform additional duties as assigned to support operational needs and organizational objectives
**Required Skills and Experience:**
- Previous front office, reservations, or guest service experience
- Proficiency with property management systems (Opera or similar platforms)
- Strong working knowledge of Microsoft Excel and Word
- Exceptional ability to manage multiple tasks and work effectively under deadline pressures
- Detail-oriented with strong numerical aptitude and organizational abilities
- Excellent written and verbal communication skills in English; multilingual capabilities are highly valued
- Outstanding interpersonal and customer service skills with a genuine passion for guest satisfaction
- Ability to work independently with minimal supervision while remaining collaborative and team-oriented
- Flexible availability to work varied schedules, including weekends and holidays
- Strong problem-solving and conflict resolution abilities
- Demonstrated ability to remain calm, professional, and resilient in fast-paced environments
**Preferred Qualifications:**
- Hospitality industry certification or training
- Experience with hotel loyalty programs and enrollment processes
- Knowledge of local Sepang and Malaysia attractions and services
- Sales or upselling experience in a customer-facing role
- Familiarity with multiple property management systems
- Experience in a luxury or upscale hotel environment
**Physical Requirements:**
- Ability to stand and walk frequently throughout shift
- Occasional kneeling, pushing, pulling, and lifting required
- Capability to lift 30 pounds or more
- Comfortable working in a fast-paced, dynamic environment