Guest Service Agent

Hilton; Kuala Lumpur; Sur place; MYR 24 000 - 48 000; Plein temps

Résumé du poste

Hilton Worldwide - DoubleTree by Hilton Kuala Lumpur is seeking a Front Office / Guest Service Agent to greet guests, manage check-in/check-out, and address inquiries with warmth and efficiency. You will use our PMS and hotel systems, deliver memorable service, upsell hotel amenities where appropriate, and maintain calm professionalism in a fast-paced environment across nights, weekends and holidays.

This role emphasizes hospitality and teamwork, with growth opportunities within Hilton's

Qualifications

• Previous experience in a guest service/front office role in hospitality.
• Strong communication and interpersonal skills for guest inquiries and complaints.
• Proficiency in hotel property management systems (PMS) and front office procedures.
• Excellent multitasking and ability to stay calm in a fast-paced environment.
• Proficiency in English; additional languages a plus.
• Ability to work flexible hours including nights, weekends and holidays.

Responsabilités

• Deliver a warm welcome and complete check-in, assign rooms, issue keys, and assist with bell service.
• Process guest departures, verify charges, handle payments, issue receipts, and use POS system.
• Provide hotel knowledge, room types, rates, and promotions for guest inquiries.
• Promote hotel services and upsell amenities to maximize revenue.
• Respond to guest requests and resolve concerns with care and urgency.

Connaissances

Guest service

English proficiency

PMS proficiency

Communication skills

Multitasking

Guest inquiries handling

Outils

PMS (Property Management System)

Description du poste

Job Info

• Job Identification 229368
• Job Category Guest Services, Operations, and Front Office
• Job Schedule Full time
• Locations DoubleTree by Hilton Kuala Lumpur (On-site)

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 aFront Office / 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, 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 to see why we're more than a great place to stay—we're a great place to work.