Guest Service Agent

Crowne Plaza Kuala Lumpur City Centre; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A prestigious hotel company in Kuala Lumpur seeks a Guest Service Agent to provide exceptional service and assist guests during their stay. The role includes checking in/out guests efficiently, answering inquiries, and ensuring guest satisfaction at all times. Candidates should have a high school diploma and ideally 1 year of experience in guest services. Strong communication skills and basic computer literacy are essential for interacting with guests and using management systems.

Qualifications

• 1 year front desk/ guest service experience strongly preferred.
• Must speak fluent local language. Additional language skills preferred.
• Basic computer skills to operate various property management systems.

Responsibilities

• Check in and out guests efficiently.
• Answer and process all guest calls and requests.
• Solve guest problems and complaints using service recovery guidelines.

Skills

Strong communication skills

Customer service skills

Problem-solving abilities

Education

High School diploma/ Secondary qualification

Tools

Opera/Fidelio

Job description

What is this job?

The moment a guest steps into one of our hotels, they walk into a genuinely memorable experience. As the Guest Service Agent, you’ll check in and out guests efficiently and make sure they have all they need for a great stay. You’ll also create the warm atmosphere that makes our guests feel at home in any location.

Your Day-to-day

• Welcome guests in a friendly, prompt and professional manner recognising IHG Rewards Club Members and also returning guests
• Check guests in, issue room keys, provide information on hotel services and room location
• Ensure required identification is taken from guests at check-in in line with local legislative requirements
• Answer phones in a prompt and courteous manner
• Up‑sell rooms where possible to maximise hotel revenue
• Answer, record and process all guest calls, messages, requests, questions or concerns
• Record guest preferences in the system
• Check guests out, including resolving any late or disputed charges
• Accurately process all cash and credit card transactions using established procedures
• Issue, control and release guest safe‑deposit boxes in line with hotel procedures
• Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow‑up
• Take action to solve guest problems/ complaints using appropriate service recovery guidelines
• Follow established hotel safety protocols and procedures at all times. Immediately report any health and safety incident, security breaches, concerns or suspicious behaviour to the supervisor or manager on duty
• May routinely book guest reservations for individuals and/or groups that are requested either by phone or from within the hotel, process cancellations, revisions and information updates on changes
• Work as part of a team and communicate with other departments as per hotel procedures to ensure excellent quality and service
• Perform other duties as assigned including guest room tours, concierge services, special guest requests, etc.
• This job requires ability to perform the following:
• Frequently standing up behind the desk and front office areas
• Carrying or lifting items weighing up to 50 pounds / 23 kilograms
• Handling objects, products and computer equipment
• Basic computer skills to operate various property management and reservations systems, etc.
• Being passionate about people and service
• Strong communication skills essential when interacting with guests and employees
• Reading and writing abilities are used often when completing paperwork, logging issues/ complaints/ requests/ information updates, etc.
• Basic math skills are used frequently when handling cash or credit
• Problem solving, reasoning, motivating and training abilities are often used
• Have the ability to work a flexible schedule including nights, weekends and/or holidays

What do we need from you?

• High School diploma/ Secondary qualification or equivalent.
• 1 year front desk/ guest service experience strongly preferred.
• Proficiency in Opera/Fidelio is preferred but not essential.
• Must speak fluent local language. Additional language skills preferred but not required depending on location of hotel.