Guest Experience Specialist

Hilton; Kuala Lumpur; On-site; MYR 31,000 - 47,000; Full time

Job summary

Hilton in Kuala Lumpur invites applications for a Guest Service Agent. You will be the first point of contact for guests, handling check-ins/check-outs and addressing inquiries to ensure a smooth stay. You will showcase hospitality, promote hotel services, and use knowledge of room types and promotions to assist guests.

English proficiency and a calm, professional demeanor are essential. This full-time role requires flexibility to work nights, weekends, and holidays, with opportunities to grow

Qualifications

• Previous experience in a guest service or front office role within the hospitality industry.
• Strong communication and interpersonal skills, with the ability to handle guest inquiries and complaints professionally.
• Proficiency in hotel property management systems (PMS) and general front office procedures.
• Excellent multitasking skills and the ability to remain calm and professional in a fast-paced environment.
• Proficiency in English; additional languages are a plus.
• Ability to work flexible hours, including nights, weekends, and holidays.

Responsibilities

• Greet guests upon arrival and complete the check-in process, including verifying details, assigning rooms, issuing keys, and providing welcome materials or bell service assistance.
• Process guest departures by verifying charges, handling payments, issuing receipts, and using the point-of-sale system accurately.
• Demonstrate comprehensive knowledge of hotel offerings, room types, rates, promotions, and local area information to assist with guest inquiries.
• Use up-selling techniques to recommend hotel amenities and maximize room and service revenue.
• Respond to guest requests, resolve concerns with care and urgency, and effectively manage messages and communications.

Skills

Guest service

Front office

PMS proficiency

English language

Multitasking

Tools

PMS (Property Management System)

Job description

Hilton in Kuala Lumpur invites applications for a Guest Service Agent. You will be the first point of contact for guests, handling check-ins/check-outs and addressing inquiries to ensure a smooth stay. You will showcase hospitality, promote hotel services, and use knowledge of room types and promotions to assist guests.

English proficiency and a calm, professional demeanor are essential. This full-time role requires flexibility to work nights, weekends, and holidays, with opportunities to grow