Guest Service Agent

Hilton Worldwide, Inc.; Kampung Atas A; On-site; MYR 100,000 - 150,000; Full time

Job summary

A global hospitality company is hiring a Guest Service Agent at its DoubleTree by Hilton location in Kuala Lumpur. The ideal candidate will greet guests warmly, manage check-in and check-out processes, and handle guest inquiries with professionalism. Candidates should have experience in customer service, be familiar with hotel management systems, and possess strong communication skills. Full-time position with opportunities for growth in a vibrant hospitality environment.

Qualifications

• Previous experience in a similar role in a hotel or customer service environment.
• Excellent verbal and written communication skills in English; Bahasa Malaysia, and other languages are a plus.
• Competency in basic computer applications and reservation systems.

Responsibilities

• Greet guests with a welcoming attitude.
• Perform check-in, check-out procedures.
• Handle guest inquiries and complaints promptly.

Skills

Customer service

Communication skills

Interpersonal skills

Education

Hospitality Management School

Tools

Property Management System (PMS)

Opera

Fidelio

OnQ

Job description

Job Description - Guest Service Agent (HOT0C5CZ)

Guest Service Agent (Job Number: HOT0C5CZ)

Work Locations

DoubleTree by Hilton Hotel Kuala Lumpur
The Intermark 348 Jalan Tun Razak Kuala Lumpur 50400

With thousands of hotels in over 100 countries and territories, Hilton offers countless opportunities to delight. From an open door to a welcoming smile and an exceptional experience, we offer the millions of travellers who stay with us every year a welcome they will never forget. In addition to our flagship brand, Hilton Hotels & Resorts, the family of brands includes Waldorf Astoria, LXR, Conrad, Canopy, Curio Collection, DoubleTree, Hilton Garden Inn, Hampton and many others.

If you appreciate the impact global travel can have on the world, you may be just the person we are looking for to work as a Hilton Team Member. Because it’s with Hilton where we never forget the reason we’re here: to delight our guests, Team Members, and owners alike.

Responsibilities

• Greet guests with a warm and welcoming attitude upon arrival and throughout their stay.
• Perform check‑in, check‑out, and room assignment procedures in accordance with hotel standards.
• Handle guest inquiries, requests, and complaints promptly and professionally.
• Provide accurate information about hotel facilities, services, local attractions, and transportation.
• Upsell rooms to higher room and rate categories, ensuring maximum revenue generation from each guest.
• Manage reservations, cancellations, and modifications using the hotel’s Property Management System (PMS).
• Process payments and maintain accurate records of transactions and guest accounts.
• Balance cash drawers and prepare shift reports.
• Coordinate with housekeeping, bell desk, concierge, and other departments to fulfill guest requests.
• Communicate guest preferences and feedback to relevant departments to enhance the guest experience.
• Ensure proper handovers between shifts with clear documentation and communication.
• Uphold brand service standards and guest satisfaction scores.
• Ensure compliance with hotel policies, procedures, and security protocols.
• Maintain a polished, professional appearance and behavior at all times.

Qualifications

• Previous experience in a similar role in a hotel or customer service environment is an advantage.
• Familiarity with international hotel systems (e.g., Opera, Fidelio, OnQ or similar PMS) is highly desirable.
• Excellent verbal and written communication skills in English; Bahasa Malaysia, and additional languages are a plus.
• Strong interpersonal skills with a guest‑oriented mindset.
• Ability to remain calm and courteous under pressure.
• Competency in basic computer applications and reservation systems.
• Attention to detail, accuracy, and organizational skills.
• Ability to work flexible hours, including nights, weekends, and holidays.
• Hospitality Management School graduates are encouraged to apply.

Benefits

Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full‑service hotels and resorts to extended‑stay suites and mid‑priced hotels. For nearly a century, Hilton has offered business and leisure travellers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision to fill the earth with the light and warmth of hospitality unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team members are at the heart of it all!

Schedule

Full‑time

Brand: DoubleTree by Hilton

Job

Guest Services, Operations, and Front Office