Guest Services Officer

Guest Service Officer JOB PURPOSE The Guest Service Officer provides front-line customer service and administrative support for the Estuari Sports Centre. The role includes managing the front desk, greeting and assisting visitors, answering and directing calls, and handling general administrative duties such as scheduling, correspondence, and processing claim invoices to ensure smooth daily operations and an excellent guest experience. JOB ACCOUNTABILITIES No. Accountabilities 1 Admin · Maintain and update lobby message board. · Academy provision revenue summary for the current month, gathering and compiling sales turnover reports from the academies. · Submit a monthly accrual report to finance by the end of the month. 2 Guest Service · Greet members and guests who are visiting the sports centre. · Control traffic flow in the lobby or reception area; turn on music in the lobby and reception area. · Provides schedule and other club information to members and guests. · Answer incoming calls effectively; forward phone calls to other sports club extensions or voice mailboxes or take messages from callers. · Answer the telephone; transfers calls to proper extensions; takes messages for members and staff. · Report the presence of unauthorized visitors in or around the club facility. · Fulfil members’ requests, for example, places phone calls and holds letters or packages. · Take reservations from members & guests for tennis courts, badminton courts, squash courts, lessons & instructional programs. · Able to operate a point-of-sale (POS) system. · Receipt of payments from members & guests for club services & programs. · Manage a “lost and found” program · Post daily events on lobby activity (function) boards. 3 Administrative Duties · Update membership filing. · Membership database report. · Maintain supply inventories for the reception area. · Sales listing report from Albatrozz. · Payment listing report from Albatrozz. · Adjustment listing report from Albatrozz. · Ensure all updated receipts are accurately recorded (Albatrozz & IFCA) at each month’s end. 4 General Support · Support the sales team on special events, including physical setups and coordination. · Assist other units on facilities-related matters as required. MINIMUM ESSENTIAL QUALIFICATIONS & TECHNICAL COMPETENCES Formal Education Diploma in Customer Service Management/Hospitality & Tourism Management/Event Management Work Experience Minimum of one (1) year in a resort, club or hospitality industry setting. Skills / Knowledge/ Qualifications Communication skills - able to communicate in Bahasa Malaysia & English.