Guest Service Agent - Kimpton Naluria Kuala Lumpur

IHG; Mysuru; Hybrid; INR 260,000 - 420,000; Full time

Job summary

Kimpton Naluria Kuala Lumpur invites you to join our boutique hotel team as a Guest Service Agent. You will deliver guest-centric service, manage check-in/check-out, and uphold luxury standards.

The role requires front office experience, Opera System proficiency, and the ability to work varied shifts. Multilingual applicants encouraged, and you will collaborate with departments to create memorable stays. Prioritize guest satisfaction with attention to detail and warm hospitality.

Qualifications

• Diploma or higher education in Hospitality or related field.
• 1–2 years hospitality experience or equivalent.
• Ability to work varied shifts, including weekends/holidays.
• Must speak local language; additional languages preferred.

Responsibilities

• Greet guests, register check-ins, assign rooms, and handle check-outs with billing accuracy.
• Manage reservations and billing, process payments, reconcile daily transactions.
• Coordinate with housekeeping and maintenance to ensure room readiness and guest needs.
• Uphold luxury service standards and participate in training of new team members.

Skills

Opera System

Front Office

Multilingual

Education

Hospitality Diploma or degree

Job description

Guest Service Agent

Welcome to the Kimpton Naluria Kuala Lumpur family. Now that you are part of our family, let’s explain the role you will play.

Our mission is to be the best loved Boutique Hotel & Restaurant Company so regardless of position we look for individuals to join our family who are passionate about providing genuine heartfelt care for our guests, colleagues, owners and communities.

WHAT YOU WILL ACTUALLY BE DOING?

You have already told us that you are driven and detailed by nature and that you love everything to be just right, which means you will feel perfectly at home in this team.

Regarding the role, it's as the job title says really, embodies our bold, passionate, and innovative spirit, ensuring we deliver exceptional, guest‑centric service. This role ensures seamless daily operations, fosters a culture of warmth and inclusiveness, and upholds Kimpton's commitment to creating unique, tailored experiences for every guest.

Part of the role is physical, and you will be on your feet some of the day, so fitness will be key for you, although reasonable adjustments will be made where we can. There's a lot of people around in the hotel, so you will need to be able to communicate well with everyone. We would love it if you were multi‑lingual, but it's not essential.

You will ensure seamless guest experiences by delivering exceptional service and maintaining the highest standards of luxury hospitality. This role involves handling guest inquiries and concerns and ensuring smooth check‑in/check‑out processes while upholding the hotel's reputation for excellence.

Guest Service Excellence

Handles Check‑In and Check‑Out by greeting guests warmly, processing registrations, assigning rooms, and handling departures with efficiency and attention to detail (e.g., verifying billing accuracy, fulfilling special requests). Support Concierge duties with assistance on reservations for dining, transportation, local attractions, and spa services, leveraging knowledge of hotel amenities and the surrounding area. Problem Resolution is also important to address guest complaints or concerns promptly and professionally, escalating issues when necessary.

Operational Tasks

When it comes to Reservations & Billing, must be able to manage room bookings, process payments (cash, credit, or other methods), and reconcile daily transactions.Equally important is Communication by liaising with housekeeping, maintenance, and other departments to ensure room readiness and resolve guest needs (e.g., maintenance requests, late check‑outs). Of course, Safety & Compliance by following key control policies, emergency procedures (e.g., fire evacuation), and protocols for guest safety.

Administrative & Team Collaboration

Maintaining logbook & reporting with documenting guest interactions, incidents, and shift handovers in the front desk logbook. To attend service training and uphold Kimpton's service standards (e.g., eye contact, using guest surnames) and assist in training new team members.

Luxury Standards & Brand Compliance

Maintain an immaculate presentation of the lobby and front desk area. Ensure compliance with the hotel's luxury service standards (e.g., Forbes, AAA, Leading Hotels of the World). Participate in creating memorable guest experiences (e.g., surprise upgrades, personalized amenities).

WHAT WE'RE LOOKING FOR

A focused individual with passion, personality, individuality, integrity, creativity, drive for continuous improvement and delivering outstanding guest service Someone who has worked in Front Office Department and proficient with Opera System for at least 5 years.

WHAT WE NEED FROM YOU

• Diploma /higher education qualification/equivalent in Hospitality specialisation or related field

• One to two years of experience in a hospitality experience, or an equivalent combination of education and work experience in similar role. Ability to work varied shifts, including weekends/holidays.

• Must speak local language. Other languages preferred.