Guest Experience Concierge

Hilton; Perak; On-site; MYR 39,000 - 61,000; Full time

Job summary

Hilton in Malaysia seeks a Guest Service Agent to greet and register guests, handle check-ins/outs, and resolve issues, ensuring a smooth stay. You will promote Hilton Honors, manage payments, and coordinate with multiple hotel teams to deliver exceptional service.

The role emphasizes accurate information input, attention to guest needs, and maintaining high service standards in a fast-paced front desk environment.

Qualifications

• Able to read, listen and communicate effectively in English
• Able to perform moderately complex mathematical calculations
• Able to input information using a moderately complex computer system
• Good interpersonal skills to provide guest satisfaction
• 1–2 years of related working experience preferred

Responsibilities

• Greet and register guests, check in and out, resolve guest challenges during stay
• Input stay details, manage room rates and guest information in the system
• Promote Hilton Honors and other hotel services to guests
• Handle guest payments, vouchers and currency exchanges accurately
• Answer inquiries by phone and email, relay requests to appropriate teams
• Record and resolve guest complaints with thorough investigation
• Coordinate with Housekeeping, F&B, Engineering and IT to ensure smooth operations
• Upsell rooms and services to maximize revenue while maintaining rate integrity

Skills

English proficiency

Customer service

Interpersonal skills

Work under pressure

Cash handling

Tools

Fidelio

Job description

Hilton in Malaysia seeks a Guest Service Agent to greet and register guests, handle check-ins/outs, and resolve issues, ensuring a smooth stay. You will promote Hilton Honors, manage payments, and coordinate with multiple hotel teams to deliver exceptional service.

The role emphasizes accurate information input, attention to guest needs, and maintaining high service standards in a fast-paced front desk environment.