Kerja Sepenuh Masa, Front Office Agent di Lloyd's Inn Federal Territory - Maukerja

Front Office Agent

Lloyd’s Inn Kuala Lumpur

Job Summary

The Front Office Agent is responsible for delivering warm, professional, and efficient guest services throughout the guest journey, from reservation enquiries and check-in to check-out. The role requires a guest-oriented individual who can maintain high service standards, handle guest requests professionally, and ensure smooth daily front office operations in accordance with Lloyd’s Inn Kuala Lumpur’s service standards and procedures.

Key Responsibilities

1. Guest Services & Reception

• Welcome guests warmly and provide professional, friendly, and personalized service.
• Perform check-in and check-out procedures accurately and efficiently.
• Handle guest enquiries, requests, feedback, and complaints professionally.
• Provide accurate information about hotel facilities, room types, rates, services, and nearby attractions.
• Ensure a smooth and pleasant guest experience throughout their stay.

2. Reservations & Room Management

• Handle room reservations, walk-in enquiries, telephone calls, and email enquiries.
• Assist with room allocation, room changes, extensions, and special guest requests.
• Ensure guest information, booking details, and payment arrangements are accurately recorded.
• Monitor room availability and coordinate with the Housekeeping team to ensure rooms are ready for arrival.
• Promote room upgrades, breakfast packages, and other hotel services where appropriate.

3. Cashiering & Administrative Duties

• Handle guest payments, deposits, refunds, and billing accurately in accordance with hotel procedures.
• Prepare and reconcile cashier reports and ensure proper shift handover.
• Maintain accurate guest records and ensure all registration documents are completed.
• Ensure all transactions are properly recorded and comply with hotel financial procedures.

4. Guest Satisfaction & Service Standards

• Maintain a professional appearance and courteous attitude at all times.
• Respond promptly to guest feedback and escalate complaints or operational issues to the Front Office Supervisor or Hotel Management when necessary.
• Maintain a high standard of service quality and support the hotel’s guest satisfaction and online review objectives.
• Protect guest privacy and maintain confidentiality of guest information.

5. Coordination & Daily Operations

• Coordinate with Housekeeping, Engineering, Security, and other departments to fulfil guest requests.
• Report maintenance issues, room defects, lost and found items, and unusual incidents promptly.
• Ensure the front desk, lobby, and guest service areas remain clean, organized, and presentable.
• Follow hotel standard operating procedures, safety requirements, and emergency protocols.
• Perform other duties as assigned by the Front Office Supervisor or Management.

Job Requirements

• Minimum SPM or equivalent qualification; a certificate or diploma in Hospitality or Tourism is an advantage.
• Previous experience in hotel front office operations or customer service is preferred.
• Good communication skills in English and Bahasa Malaysia; additional languages are an advantage.
• Basic computer skills and familiarity with hotel reservation or Property Management Systems (PMS) are preferred.
• Pleasant personality, customer-oriented attitude, and strong interpersonal skills.
• Able to work independently and as part of a team.
• Willing to work on a rotating shift schedule, including weekends and public holidays.
• Honest, responsible, detail-oriented, and able to handle multiple tasks in a fast-paced environment.

Working Conditions

• Location: Lloyd’s Inn Kuala Lumpur
• Department: Front Office
• Employment Type: Full-time
• Working Schedule: 5 days per week, rotating shifts of approximately 9 hours, subject to the hotel’s roster and applicable employment requirements.

Key Performance Expectations

• Deliver excellent guest service and maintain positive guest feedback.
• Ensure accurate check-in, check-out, cashiering, and reservation procedures.
• Support room revenue through appropriate upselling and promotion of hotel services.
• Maintain proper communication, shift handovers, and interdepartmental coordination.
• Comply with hotel SOPs, grooming standards, and operational requirements.