Company Description
Join a hotel that is a member of the Accor network, whose group brings together more than 45 brands, 5,500 hotels, 10,000 restaurants and lifestyle destinations. Here, we believe in you and what you bring to the table. There are many opportunities for development and advancement. Every gesture, every smile, every action, contributes to creating a positive and memorable impact for our customers, our colleagues and also for our planet. Together, we embody the vision of responsible hospitality.
Take the opportunity to become a Heartist®, and let your heart guide you in this world where life beats faster.
Job Description
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
Qualifications
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
