Customer Service Relation

Customer Service Coordinator – Hotel Operations

Job Purpose

To support the daily operation of the hotel by assisting guests, handling front desk duties, supporting the lobby and café, completing administrative work, answering support calls, and helping resolve guest issues throughout the property.

The position is a multi-functional hotel operations role. The employee is not restricted to front desk duties and may be assigned to guest service, reception, lobby operations, administrative work, café support, telephone support and other reasonable duties required for the daily operation of the hotel.”

Key Responsibilities

Area

Duties

Guest Check-In / Check-Out

Assist with guest arrivals and departures, verify booking details, provide room/access information, collect payments where required, and explain hotel facilities and house rules.

Guest Service

Attend to guest enquiries, complaints and requests in person, by phone or messaging platforms. Follow through until the issue is resolved or escalated.

Front Desk / Lobby

Maintain a visible presence in the lobby, welcome guests, monitor guest movement and assist with walk-ins, deliveries and general enquiries.

Telephone / Support

Answer hotel support calls and messages promptly, provide information and coordinate with housekeeping, maintenance or management when assistance is required.

Administrative Work

Perform office duties including updating reservations, guest records, daily task lists, payment records, reports, filing and other operational documentation.

Café Support

Assist with simple café duties during busy periods, such as serving food or drinks, clearing tables, basic preparation, restocking and maintaining cleanliness.

Hotel Operations

Support general day-to-day hotel tasks and coordinate with housekeeping and maintenance to ensure rooms and common areas are ready and operational.

Guest Issues

Assist guests with room problems, access issues, air-conditioning, Wi-Fi, cleanliness concerns, lost items or other stay-related matters.

Property Monitoring

Conduct basic checks of lobby, common areas, corridors and guest facilities and report defects, cleanliness problems or safety concerns.

Shift Handover

Record outstanding matters and provide a clear handover to the next staff member or management.

Role Expectations

The employee should understand that this is not a fixed front-desk position. During each shift, the employee may be required to move between:

• Front desk and guest check-in
• Lobby guest service
• Office administration
• Telephone and online guest support
• Café assistance
• Property inspections
• Coordination with housekeeping and maintenance
• Other reasonable hotel operational duties

Suggested Job Requirement

• Good customer service and communication skills
• Comfortable speaking with hotel guests
• Basic computer and administrative ability
• Able to handle several duties during the same shift
• Able to work independently and solve routine guest problems
• Willing to assist outside the front desk when hotel operations require it
• Able to stand, walk around the property and perform light operational duties
• Experience in hotel, hostel, serviced apartment, F&B or customer service is preferred