Guest Service Agent

Company Description

Mercure Kuala Lumpur Trion, the tallest hotel building in South East Asia, is strategically located at Trion@KL, an exciting mixed development with an urbanite attitude that radiates life, energy, and endless opportunities. Featuring 228 impressive and tastefully designed rooms and suites on level 38 and upwards, with an amazing view of Kuala Lumpur’s iconic skyline from the rooms.

Job Description

• Assist guests with check-in and check-out, as well as other cashiering duties.
• Review arrival lists and prepare compendiums prior to guests’ arrival and check-in system if necessary.
• Welcome guests on arrival, register, and issue room keys according to departmental standards and procedures.
• Ensure that members consistently receive all benefits, and repeat guests and other VIPs receive special recognition and service.
• Liaise closely with other relevant departments to ensure that guests' requests and needs are met.
• Update and maintain the repeat guest history system.
• Promote inter-hotel sales and in-house facilities according to departmental standards to maximize revenue.
• Handle guests’ complaints and comments tactfully and efficiently.
• Handle guests’ mails, messages, and answer phone calls.
• Maintain the privacy and confidentiality of all guests by ensuring that no details are disclosed.
• Be vigilant regarding in-house credit matters and act upon any discrepancies.
• Alert security or duty manager of suspicious-looking persons or articles.

Qualifications

• Diploma in Tourism / Hospitality Management
• Minimum 1 year of relevant experience
• Excellent reading, writing, and oral proficiency in English
• Ability to speak other languages and basic understanding of local languages is an advantage

Additional Information

Join us at Accor, where life pulses with passion!

As a pioneer in the art of responsible hospitality, the Accor Group gathers more than 45 brands, 5,600 hotels, 10,000 restaurants, and lifestyle destinations in 110 countries. While each brand has its own personality, you will be able to truly find yourself; they all share a common ambition: to keep innovating and challenging the status quo.

By joining us, you will become a Heartist because hospitality is, first and foremost, a work of heart.

You will join a caring environment and a team where you can be really you. It will be a supportive place to grow, to fulfill yourself, to discover other professions, and to pursue career opportunities in your hotel or in other hospitality environments, in your country or anywhere in the world!

Enjoy exclusive benefits specific to the sector and beyond, along with strong recognition for your daily commitment.

Everything you do with us, regardless of your profession, will offer a deep sense of meaning, creating lasting, memorable, and impactful experiences for your customers, colleagues, and the planet.

Hospitality is a work of heart. Join us and become a Heartist.