Front Desk Coordinator

About the role

We are seeking a talented Reservation and Reception Specialist to join our team at THE ONLY BNB in Tanjung Tokong Penang. This is a full-time position responsible for providing exceptional customer service and managing all reservation and front desk operations. As an integral part of our hospitality team, you will play a key role in ensuring our guests have a memorable stay.

Job Responsibilities :

1. Guest Services & Front Desk Operations
   Provide exceptional service to guests throughout their stay, from check-in to checkout, ensuring a pleasant and memorable experience.
   Greet guests warmly, address their needs, and assist with enquiries to enhance their satisfaction.
   Efficiently process guest check-ins and check-outs, verifying reservation details, updating records, and handling payments.
   Manage guest reservations, room availability, and bookings via phone and email.
   Assign rooms based on guest preferences and special requests, ensuring optimal room utilisation.
   Provide information on property amenities, services, and local attractions to enrich the guest experience.
   Assist with concierge services, fulfilling guest requests, and arranging accommodations.
2. Customer Support & Issue Resolution
   Handle guest complaints, enquiries, and concerns in a professional and timely manner to resolve issues promptly.
   Update and follow up on outstanding guest inquiries, requests, and complaints to ensure satisfaction.
3. Administrative & Data Management
   Maintain accurate records of guest information, reservations, billing, and occupancy.
   Perform data entry to ensure up-to-date guest records and reservation data.
   Process payments, explain charges, and address billing discrepancies efficiently.
   Prepare and maintain daily reports, ensuring accurate tracking of room occupancy and others related.
4. Collaboration & Facility Management
   Work closely with housekeeping, maintenance, and inspection teams to ensure rooms are prepared and well-maintained.
   Ensure all public areas are kept clean, organised, and professionally presented during the shift.
5. Additional Duties
   Support other front desk and administrative tasks as required.
   Perform ad hoc tasks to contribute to the smooth operation of the property.

Job Requirements :

1. Minimum 2 years' experience in a similar reservation or front desk role within the hospitality industry
2. Strong communication and interpersonal skills with a friendly and professional demeanour
3. Excellent communication skills for providing top-notch service and resolving guest issues.
4. Proficient in using hotel management software and reservation systems such as Booking.com, Agoda, Airbnb, Tera, etc.
5. Ability to work well under pressure and multitask effectively
6. Fluency in English and Bahasa Malaysia, with additional language skills preferred
7. A passion for delivering exceptional customer service and enhancing the guest experience
8. Ability to work varying shifts, including weekends and holidays
9. Willingness to work overtime if necessary
10. Immediate availability is an advantage

What we offer

At THE ONLY BNB, we are committed to providing our employees with a supportive and rewarding work environment. In addition to a competitive salary, we offer a range of benefits, including:

1. Opportunities for career advancement within the company
2. Medical allowance to cover healthcare expenses
3. Extra allowance for night shifts
4. Monthly incentive
5. Yearly attractive bonus as a reward for dedication and hard work
6. Rewards and recognition programs, such as Best Performer Award, Role Model Awards, etc
7. EPF, Socso, EIS contributions for financial security
8. Uniforms provided to maintain a professional appearance