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Major Group
4
Clerical Support Workers
Sub-Major Group
42
Customer Services Clerks
Minor Group
422
Client Information Workers
Unit Group
4224
Receptionists
Minor Unit Group
MASCO Code
4224-03
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Hotel Receptionist
Hotel Receptionist welcomes and registers guests in hotels and similar accommodation establishments, managing check-in and check-out procedures and handling room reservations. They respond to guest enquiries, provide information on services and local facilities, arrange bookings and special requests, and coordinate with relevant departments to address issues and ensure smooth service delivery. They are responsible for delivering professional front desk and guest services to support a positive overall guest experience.
Tasks
Welcome guests upon arrival and provide front desk reception services.
Check guests in and out, register new guests, and verify booking details, identification, payment method, and room keys.
Manage room reservations, room availability, room assignments, and related front office records.
Handle telephone, email, and in-person enquiries, booking requests, and guest communications.
Respond to guest complaints, questions, and special requests promptly and professionally.
Coordinate with housekeeping, concierge, maintenance, and other hotel departments to meet guest needs.
Process payments and maintain accurate guest accounts, billing, and registration records.
Provide information on hotel facilities, services, local attractions, and nearby amenities.
Assist guests with bookings or arrangements for dining, transportation, entertainment, and other services.
Skills
Basic
Ability to manage time effectively and multitask in a fast-paced service environment.
Active listening and clear speaking to understand guest needs and respond appropriately.
Basic numeracy and computer skills to handle reservations, payments, and routine administrative tasks.
Excellent verbal communication and interpersonal skills, including multilingual capability.
Strong customer service orientation with professionalism and cultural awareness when dealing with guests.
Specific
Familiarity with online booking platforms and concierge management systems.
Knowledge of basic troubleshooting of guest service issues and coordination with hotel departments.
Knowledge of hotel policies, procedures, and guest privacy standards.
Knowledge of maintaining accurate guest records and transaction documentation.
Proficiency in check-in, check-out, and payment processing procedures.
Proficiency in hotel reservation and property management systems.
Additional Info
QUALIFICATION
Sijil Pelajaran Malaysia (SPM) or Equivalent
Related Courses
MASCO
Hi, I can assist you with questions related to the Malaysia Standard Classification of Occupations (MASCO).
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