Guest Service Agent

Travelodge Hotels Asia; Kuala Lumpur; On-site; MYR 24,000 - 36,000; Full time

Job summary

Travelodge Hotels Asia in Kuala Lumpur is seeking a Guest Service Agent to greet guests, assist with check-in/check-out, assign rooms, and handle special requests. The role includes preregistration, room blocking, and cash handling per hotel policies.

The ideal candidate has a certificate or diploma in hospitality or related discipline and at least 1 year in hotel or customer service roles, with strong communication and people skills and a professional demeanor.

Qualifications

• Certificate or diploma in hospitality, tourism and related discipline.
• Minimum 1 year experience in hotel- or customer service-related position.

Responsibilities

• Register guests and assign rooms; accommodate special requests.
• Assist in preregistration and blocking of rooms.
• Handle cash, credit, and other guest charges per policies.
• Coordinate room status updates with housekeeping.
• Take same day and future reservations; know cancellation procedures.
• Maintain front desk area and safety procedures.
• Provide proper telephone etiquette.
• Attend department meetings and report unusual occurrences.
• Read daily log and stay aware of daily activities.

Skills

Team player

Organised

Independent work

Communication skills

People skills

Detail oriented

Customer service

Well-groomed

Professional disposition

Education

Certificate or Diploma in hospitality, tourism and related discipline

Job description

JOB OVERVIEW

As a Guest Service Agent, yourepresentthe hotel to the guest throughout all stages of the guest stay.Helps guests during check-in and check-out, assigns rooms, accommodating special requests whenever possible, answering the phones andassistwith rooms reservation.

RESPONSIBILITIES:

• Register guests and assigns rooms. Accommodates special requests whenever possible.
• Assistsin preregistration and blocking of rooms for reservations.
• Thoroughlyunderstandand adheres to proper credit, and cash handling policies and procedures.
• Understands room status and room status tracking.
• Knows room locations, types of rooms available, and room rates.
• Uses suggestive selling techniques to sell rooms and to promote other services of the hotel.
• Knows the location and types of available rooms as well as the activities and services of the property.
• Coordinates room status updates with the housekeeping department by notification housekeeping of all check outs, late checkouts, early check-ins, special requests, and day use rooms.
• Possesses a working knowledge of the reservations department. Takes same day reservations and future reservations when necessary. Knows cancellation procedures.
• Maintains guest room keystorage, andmaintains and supervises access to safe deposit boxes.
• Process guest check-outs.
• Performing cashier related functions like posting charges to guest accounts, raising paid out's, currency exchange.
• Follows procedures for issuing and closing safe deposit boxes used by guests.
• Works closely with the housekeeping department in the keeping room status reports up to date and coordinates requests for maintenance and repair work.
• Uses proper telephone etiquette.
• Performs cashiering tasks like bill / invoice settlement, posting charges to the guest, paid out's,Foreigncurrency exchange etc.
• Uses proper mail, package, and message handling procedures. Courier Mail Register
• Reads and initials the daily log and bulletin board. Is aware of daily activities and meetings taking place in the hotel.
• Attends department meetings.
• Reports any unusual occurrences or requests to the Operations Manager or Assistant Manager.
• Knows all safety and emergency procedures, Is aware of accident prevention policies.
• Maintains the cleanliness and neatness of the front desk area.
• Understand that business demands sometimes make it necessary to move employees from their accustomed shift to other shifts.

QUALIFICATIONS & REQUIREMENTS

Qualifications:

• Possess certificate or diploma in hospitality,tourismand related discipline.

Experience:

• Preferably minimum 1 year working experience in hotel- related or customer service-related position.

Personal qualities & attributes:

• Team player who is organised and able to work independently
• Outstanding communication and people skills
• Detailed orientedand strong customer service skills
• Well-groomed and professional disposition