Receptionist (Front Office)
  EASTWORTH SOURCE SDN. BHD.
  Hospitality
   The Pacific Sutera Hotel, Sutera Harbour, Kota Kinabalu, Sabah, Malaysia
  Permanent
  MYR 1,700.00 - 2,000.00
 Job Description
  • Department: Front Office
    Location: The Pacific Sutera Hotel, Kota Kinabalu
    Reports To: Front Office Manager / Assistant Front Office Manager

    *Position Summary
    The Receptionist is responsible for delivering exceptional guest service at the Front Desk by ensuring smooth check-in, check-out, and communication with all guests. This role acts as the first point of contact and plays a crucial part in creating a welcoming and professional guest experience.

    Key Responsibilities

    *Guest Services
    Greet guests warmly upon arrival and provide courteous, efficient check-in and check-out services.
    Respond promptly and professionally to guest inquiries, requests, and concerns.
    Assist guests with hotel information, room details, facilities, promotions, and local attractions.
    Handle complaints politely and follow up to ensure guest satisfaction.

    *Front Desk Operations
    Manage room reservations, amendments, cancellations, and confirmations in the hotel system.
    Maintain accurate guest records, billing, and payment processing.
    Coordinate with Housekeeping, Concierge, and other departments for room status and guest needs.
    Ensure proper handling of room keys, safety deposit boxes, and confidential guest information.

    *Communication & Coordination
    Answer telephone calls promptly and direct them to the appropriate departments.
    Assist in managing guest messages, wake-up calls, and special requests.
    Support smooth communication between internal teams for daily operations.

    *Compliance & Standards
    Follow all hotel policies, SOPs, and safety guidelines.
    Uphold The Pacific Sutera Hotel’s service standards and brand image.
    Maintain a neat, professional appearance in accordance with grooming standards.
 Skill Requirement
  • Skills Required

    1. Customer Service Skills
    Strong customer-service mindset with a warm, welcoming attitude
    Ability to handle guest requests, concerns, and complaints professionally
    Patience, empathy, and a positive disposition

    2. Communication Skills
    Excellent verbal and written communication in English and Bahasa Malaysia
    Additional language ability (Mandarin or other foreign languages) is an advantage
    Clear, confident phone etiquette

    3. Technical & System Skills
    Basic computer literacy (email, MS Office, typing)
    Familiarity with hotel Property Management Systems (PMS) — training provided if needed
    Ability to learn and adapt to hotel operating systems quickly

    4. Problem-Solving & Decision-Making Skills
    Ability to think quickly during guest interactions
    Good judgment in handling unexpected situations
    Resourceful and solution-oriented

    5. Organizational & Multitasking Skills
    Able to manage check-ins, check-outs, calls, and guest queries simultaneously
    Good time management and attention to detail
    Ability to maintain accuracy in documentation and billing

    6. Interpersonal & Teamwork Skills
    Friendly, approachable, and professional
    Able to work effectively with colleagues from various departments
    Cooperative and supportive in a team environment

    7. Professional Grooming & Presentation
    Well-groomed and presentable at all times
    Confident, polite, and composed even under pressure

    8. Adaptability & Flexibility
    Willing to work shifts, weekends, and public holidays
    Able to adapt to changing operational needs in a fast-paced hotel environment
 Qualication / Certification Requirement
  • Qualifications & Requirements

    Minimum SPM or equivalent; Diploma in Hospitality or related field is an advantage.
    Preferably 1 year of experience in a hotel Front Office or customer service role.
    Excellent communication and interpersonal skills.
    Proficiency in English and Bahasa Malaysia (additional languages
  • Mandarin are an advantage).
    Knowledge of PMS/Front Office systems (training will be provided if needed).
    Customer-oriented, with a friendly and professional demeanor.
    Able to work shifts, weekends, and public holidays.
 Benefits & Highlights
  • *Employee Benefits
    Competitive salary package aligned with industry standards
    Meal allowance / meals provided during duty hours
    Uniforms and laundry service provided
    Medical coverage, including panel clinics
    Group insurance protection (medical & personal accident)
    Shift, and public holiday allowances where applicable
    Annual leave, sick leave, and public holiday entitlements

    *Work Environment & Culture
    Opportunity to work in a prestigious 5-star hotel environment
    Supportive, friendly, and collaborative team culture
    Professional workplace with strong guest-service values
    Employee engagement programs and hotel-sponsored activities

    *Career Growth & Development
    Training & development programs for skill enhancement
    Opportunities for career progression within Sutera Harbour Resort
    Exposure to diverse hotel operations and cross-department learning
    Workshops, coaching, and on-the-job learning opportunities

    *Employee Privileges
    Staff recreation facilities (subject to hotel policy)
    Free parking for employees on duty