Guest Communications Center Agent - Elevate Hospitality

Hilton; Kedah; On-site; MYR 36,000 - 58,000; Full time

Job summary

Hilton Malaysia is seeking a Communications Centre Agent to respond to guest calls and inquiries, providing information about hotel services and amenities in Kedah. You will create memorable experiences by delivering warm hospitality and clear communication throughout each guest interaction.

The role requires handling high call volumes with professionalism, coordinating with hotel teams, and maintaining guest records for personalized service.

Qualifications

• Experience in guest service, front desk or call center within hospitality.
• Excellent verbal and interpersonal skills, professional tone.
• Ability to manage high call volumes and multiple inquiries efficiently.
• Fluency in English; additional languages are a plus.
• Knowledge of hotel services and PMS is preferred.

Responsibilities

• Guest Call Handling: Answer and manage guest calls, provide hotel and local information, and handle requests efficiently.
• Service & Communication: Respond to inquiries with professionalism and courtesy, ensuring a positive guest experience.
• Coordination & Follow-Up: Relay guest requests to relevant departments and ensure timely follow-up.
• Issue Resolution: Address guest complaints and proactively prevent service disruptions.
• Documentation: Maintain accurate logs of guest interactions and update guest profiles for future personalization.

Skills

Guest service

Call handling

Communication

Tools

Hotel PMS

Job description

Hilton Malaysia is seeking a Communications Centre Agent to respond to guest calls and inquiries, providing information about hotel services and amenities in Kedah. You will create memorable experiences by delivering warm hospitality and clear communication throughout each guest interaction.

The role requires handling high call volumes with professionalism, coordinating with hotel teams, and maintaining guest records for personalized service.