Guest Service Agent

Sofitel Kuala Lumpur Damansara; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A luxury hotel in Kuala Lumpur is seeking a Guest Service Agent to ensure an exceptional experience for guests. Responsibilities include managing check-ins and check-outs, providing information about hotel services, and resolving guest queries. The ideal candidate has strong customer service skills and experience in hospitality. This is a full-time, on-site role.

Qualifications

• Experience in guest relations and hospitality management required.
• Fluency in English is required, additional languages are a plus.
• Ability to work flexible hours including nights, weekends, and holidays.

Responsibilities

• Ensure exceptional guest experience from arrival to departure.
• Manage check-ins and check-outs for guests.
• Provide information about hotel services and the local area.

Skills

Excellent customer service and interpersonal skills

Strong problem-solving and conflict resolution skills

Ability to multitask in a fast-paced environment

Education

High school diploma or equivalent

Degree in hospitality or related field

Tools

Hotel management software

Reservation systems

Job description

Guest Service Agent

Sofitel Kuala Lumpur Damansara offers 5‑star luxury with exquisite comfort and breathtaking views. Featuring a blend of sleek contemporary design and classic French Riviera style, the hotel ensures an elegant and enjoyable stay. Located within 5 minutes of the MRT station and downtown Damansara, guests have easy access to national museums, botanical gardens, shopping centers, and cultural landmarks in the Klang Valley. Experience lavish suites, an opulent lobby adorned with Malay Hibiscus flowers, and unique objets d’art.

Full‑time on‑site role located in Kuala Lumpur. Guest Service Agent will ensure an exceptional guest experience from arrival to departure. Daily tasks include greeting guests, managing check‑ins and check‑outs, handling reservations, providing information about hotel services and the local area, resolving guest queries and complaints, and working closely with other hotel departments to ensure guests’ needs are met.

• Excellent customer service and interpersonal skills
• Experience in guest relations and hospitality management
• Strong problem‑solving and conflict resolution skills
• Proficient in the use of hotel management software and reservation systems
• Fluency in English, with additional languages being a plus
• Ability to work flexible hours, including nights, weekends, and holidays
• Attention to detail and ability to multitask in a fast‑paced environment
• Previous experience in a similar role is preferred
• High school diploma or equivalent; a degree in hospitality or related field is beneficial