Guest Service Agent

Hilton; Kuala Lumpur; On-site; MYR 31,000 - 47,000; Full time

Job summary

Hilton in Kuala Lumpur invites applications for a Guest Service Agent. You will be the first point of contact for guests, handling check-ins/check-outs and addressing inquiries to ensure a smooth stay. You will showcase hospitality, promote hotel services, and use knowledge of room types and promotions to assist guests.

English proficiency and a calm, professional demeanor are essential. This full-time role requires flexibility to work nights, weekends, and holidays, with opportunities to grow

Qualifications

• Previous experience in a guest service or front office role within the hospitality industry.
• Strong communication and interpersonal skills, with the ability to handle guest inquiries and complaints professionally.
• Proficiency in hotel property management systems (PMS) and general front office procedures.
• Excellent multitasking skills and the ability to remain calm and professional in a fast-paced environment.
• Proficiency in English; additional languages are a plus.
• Ability to work flexible hours, including nights, weekends, and holidays.

Responsibilities

• Greet guests upon arrival and complete the check-in process, including verifying details, assigning rooms, issuing keys, and providing welcome materials or bell service assistance.
• Process guest departures by verifying charges, handling payments, issuing receipts, and using the point-of-sale system accurately.
• Demonstrate comprehensive knowledge of hotel offerings, room types, rates, promotions, and local area information to assist with guest inquiries.
• Use up-selling techniques to recommend hotel amenities and maximize room and service revenue.
• Respond to guest requests, resolve concerns with care and urgency, and effectively manage messages and communications.

Skills

Guest service

Front office

PMS proficiency

English language

Multitasking

Tools

PMS (Property Management System)

Job description

Job Identification: 219154

Job Category: Guest Services, Operations, and Front Office

Job Schedule: Full time

Exceptional Hospitality Starts with You

Picture yourself brightening someone’s day. When you join our Hotels team, that’s exactly what you’ll do every time you come to work! Long Description: You will be the first point of contact for guests, responsible for ensuring smooth check-ins, check-outs, and addressing guest inquiries throughout their stay. You play a key role in making guests feel welcome, ensuring that all their needs are met and that any issues are resolved promptly. As a Guest Service Agent , you’re not just ensuring a seamless check-in and check-out process – you’re spreading the light and warmth of hospitality by delivering memorable experiences that make the stay for every guest.

Here’s what you’ll do during a typical day:

• Deliver a warm welcome: Greet guests upon arrival and complete the check-in process, including verifying details, assigning rooms, issuing keys, and providing welcome materials or bell service assistance

• Support efficient check-out: Process guest departures by verifying charges, handling payments, issuing receipts, and using the point-of-sale system accurately

• Provide hotel and local knowledge: Demonstrate comprehensive knowledge of hotel offerings, room types, rates, promotions, and local area information to assist with guest inquiries

• Promote hotel services: Use up-selling techniques to recommend hotel amenities and maximize room and service revenue

• Delight our guests: Respond to guest requests, resolve concerns with care and urgency, and effectively manage messages and communications

What It Takes to Make the Stay

At Hilton, our core values define what it takes to succeed here and guide the qualities we look for in every team member:

A passion for spreading the light and warmth of Hospitality . Acting with Integrity and always doing the right thing. Inspiring others through Leadership . A belief that Teamwork drives the best outcomes. A sense of Ownership and accountability. And a focus on the Now , bringing urgency and discipline to every moment, knowing it can make a lasting impact.

In addition, this role requires the following minimum qualifications:

• Previous experience in a guest service or front office role within the hospitality industry.

• Strong communication and interpersonal skills, with the ability to handle guest inquiries and complaints professionally.

• Proficiency in hotel property management systems (PMS) and general front office procedures.

• Excellent multitasking skills and the ability to remain calm and professional in a fast-paced environment.

• Proficiency in English; additional languages are a plus.

• Ability to work flexible hours, including nights, weekends, and holidays.

• A positive attitude and a genuine passion for providing exceptional guest service.

Join an Award-Winning Workplace Culture

At Hilton, we don’t just deliver exceptional experiences for our guests—we build an exceptional workplace for the Team Members who make it all possible. As a global leader in hospitality, we’ve welcomed more than 3 billion guests worldwide, all while staying true to our founding vision: to fill the earth with the light and warmth of hospitality.

Our award-winning culture has earned us repeated recognition on the World’s Best Workplaces list by Great Place to Work and Fortune. With our suite of world‑class brands (https://www.hilton.com/en/brands/), and a company‑wide commitment to providing the best stay for every guest, we’re setting new standards for the future of travel.

Whether you’re starting your career or exploring something new, Hilton supports your journey every step of the way. Come for the job, stay for the career—and help us make every stay a little more magical.

Curious about life at Hilton? Explore our Careers Blog (https://jobs.hilton.com/blogs) to see why we’re more than a great place to stay—we’re a great place to work.