Guest Service Agent

Shangri-La Group; Kuala Lumpur; On-site; MYR 33,000 - 47,000; Full time

Job summary

Traders Hotel by Shangri-La in Kuala Lumpur is seeking a dynamic Guest Service Agent to ensure smooth, guest-focused front desk operations, including check-ins, check-outs, billing, and coordination with all departments in line with hotel standards.

The role requires a Diploma in Tourism/Hospitality, at least 1 year in guest service, and fluency in English and Malay. Fresh graduates with enthusiasm are welcome; shift work is part of the job, and Malaysian citizens or PRs are preferred.

Qualifications

• Diploma in Tourism/ Hospitality/ Hotel Management.
• Minimum 1 year of experience in a guest service role; fresh graduates welcome.
• Proficient in oral and written English and Malay; additional languages are a plus.
• Willing to work shifts.
• Due to work permit restrictions, only citizens of Malaysia and Permanent Residents of Malaysia shall be considered

Responsibilities

• The Service Associate - Guest Service Agent is responsible to ensure all interactions with guests are handled professionally and with care adhering to hotel policies and procedures.
• Handle guest check-ins and check-outs efficiently while delivering a warm and welcoming experience.
• Ensure front desk operations are carried out in line with hotel standards and procedures.
• Provide supervision and support to front desk team members to ensure smooth service delivery.
• Maintain accurate records and documentation related to guest stays and transactions.
• Follow up on guest requests, pending tasks, and any special arrangements as needed.
• Ensure billing and guest folios are accurate and complete prior to guest departure.
• Monitor daily arrivals and departures, and coordinate with housekeeping and other departments to ensure a seamless guest experience.

Skills

English proficiency

Malay proficiency

Customer service

Shift work readiness

Education

Diploma in Tourism/ Hospitality/ Hotel Management

Job description

Traders cater to savvy, passionate travelers who appreciate smart functionality and getting things done. Guests enjoy a blend of thoughtful simplicity with the warmth of Asian hospitality. No matter the purpose of the trip – work, rest, or play, each Traders offers a thoughtfully designed environment enabling guests to be focused on what really matters.

Located at the heart of the Kuala Lumpur city center, Traders Hotel by Shangri-La is looking for a dynamic, and multi-skilled talent in delivering our Asian hospitality.

Department: Front Office

Reports To: Rooms Division Manager

Job Summary: Guest Service Agent is responsible for ensuring smooth, professional, and guest-focused front desk operations, including check‑ins, check‑outs, billing, coordination with departments, and team support in line with hotel standards.

Key Responsibilities

• The Service Associate - Guest Service Agent is responsible to ensure all interactions with guests are handled professionally and with care adhering to hotel policies and procedures.
• Handle guest check‑ins and check‑outs efficiently while delivering a warm and welcoming experience.
• Ensure front desk operations are carried out in line with hotel standards and procedures.
• Provide supervision and support to front desk team members to ensure smooth service delivery.
• Maintain accurate records and documentation related to guest stays and transactions.
• Follow up on guest requests, pending tasks, and any special arrangements as needed.
• Ensure billing and guest folios are accurate and complete prior to guest departure.
• Monitor daily arrivals and departures, and coordinate with housekeeping and other departments to ensure a seamless guest experience.

Skills And Qualifications

• Diploma in Tourism/ Hospitality/ Hotel Management.
• Minimum 1 year of experience in a guest service role; fresh graduates with a strong interest in hospitality are welcome to apply.
• Proficient in oral and written English and Malay; additional languages are a plus.
• Willing to work shifts.
• Due to work permit restrictions, only citizens of Malaysia and Permanent Residents of Malaysia shall be considered