Guest Service Agent

Travelodge; Kuala Lumpur; On-site; MYR 28,000 - 45,000; Full time

Job summary

Travelodge Kuala Lumpur is seeking a Guest Service Agent to represent the hotel during guest stays, handling check-in/out, room assignments, and guest requests with professionalism.

You will answer phones, assist with reservations, coordinate with housekeeping, and maintain front desk accuracy while delivering warm, efficient service. This role requires a hospitality certificate/diploma, strong communication skills, and the ability to work in a fast-paced environment.

Qualifications

• Possess certificate or diploma in hospitality, tourism, and related discipline.
• Experience: ideally 1 year in hotel-related or customer service roles.
• Team player who is organized and able to work independently.
• Excellent communication and people skills.
• Detail oriented with strong customer service.
• Well-groomed and professional disposition.

Responsibilities

• Register guests and assign rooms; accommodate special requests.
• Assist preregistration and blocking of rooms for reservations.
• Follow credit and cash handling policies and procedures.
• Understand room status and tracking; know room types and rates.
• Use suggestive selling to promote rooms and services.
• Coordinate with housekeeping on status updates and requests.
• Take same-day and future reservations; know cancellation procedures.

Skills

Team player

Organized

Independent work

Communication

People skills

Detail oriented

Customer service

Education

Hospitality Diploma

Job description

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.
• 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.
• 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.
• 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