Guest Service Agent

IHG Hotels & Resorts; Kuala Lumpur; On-site; MYR 30,000 - 48,000; Full time

Job summary

IHG Hotels & Resorts is looking for a dedicated individual to join the Kimpton Naluria Kuala Lumpur team as a front desk associate. This role involves ensuring a warm welcome for guests during check-in, assisting with various concierge services, and addressing any guest concerns promptly. Ideal candidates will possess a diploma in hospitality, have at least 2 years of relevant experience, and familiarity with the Opera System. The position also requires flexibility for various shifts and a commitment to maintaining IHG's high luxury service standards.

Qualifications

• Minimum 2 years of experience in hospitality role or equivalent experience.
• Proficiency in the Opera System with at least 5 years in Front Office Department.
• Flexibility to work varied shifts, including weekends and holidays.

Responsibilities

• Handle Check‑In and Check‑Out, ensuring efficiency and attention to detail.
• Assist Concierge with reservations and local information.
• Resolve guest complaints promptly and professionally.
• Manage room bookings and process payments accurately.
• Communicate with housekeeping and maintenance for guest needs.
• Follow emergency procedures and key control policies.
• Maintain documentation of guest interactions and incidents.
• Uphold Kimpton’s service standards and assist in training.
• Ensure immaculate presentation of lobby and compliance with luxury standards.
• Create memorable guest experiences with personalized amenities.

Skills

Guest service

Problem resolution

Communication

Team collaboration

Opera System proficiency

Education

Diploma in Hospitality

Higher education qualification/equivalent

Job description

Welcome to the Kimpton Naluria Kuala Lumpur family. Now that you are part of our family, let’s explain the role you will play.

Our mission is to be the best loved Boutique Hotel & Restaurant Company so regardless of position we look for individuals to join our family who are passionate about providing genuine heartfelt care for our guests, colleagues, owners and communities.

Guest Service Excellence

• Handles Check‑In and Check‑Out by greeting guests warmly, processing registrations, assigning rooms, and handling departures with efficiency and attention to detail (e.g., verifying billing accuracy, fulfilling special requests).
• Supports Concierge duties with assistance on reservations for dining, transportation, local attractions, and spa services, leveraging knowledge of hotel amenities and the surrounding area.
• Problem Resolution: addresses guest complaints or concerns promptly and professionally, escalating issues when necessary.

Operational Tasks

• Reservations & Billing: manage room bookings, process payments (cash, credit, or other methods), and reconcile daily transactions.
• Communication: liaise with housekeeping, maintenance, and other departments to ensure room readiness and resolve guest needs (e.g., maintenance requests, late check‑outs).
• Safety & Compliance: follow key control policies, emergency procedures (e.g., fire evacuation), and protocols for guest safety.

Administrative & Team Collaboration

• Maintain logbook and reporting with documentation of guest interactions, incidents, and shift handovers.
• Attend service training and uphold Kimpton’s service standards (e.g., eye contact, using guest surnames) and assist in training new team members.

Luxury Standards & Brand Compliance

• Maintain an immaculate presentation of the lobby and front desk area.
• Ensure compliance with the hotel’s luxury service standards (e.g., Forbes, AAA, Leading Hotels of the World).
• Participate in creating memorable guest experiences (e.g., surprise upgrades, personalized amenities).

What We’re Looking For

A focused individual with passion, personality, individuality, integrity, creativity, and a drive for continuous improvement and delivering outstanding guest service. Someone who has worked in the Front Office Department and is proficient with the Opera System for at least 5 years.

What We Need From You

• Diploma or higher education qualification/equivalent in Hospitality specialization or related field.
• One to two years of experience in a hospitality role, or an equivalent combination of education and work experience in a similar role.
• Ability to work varied shifts, including weekends and holidays.
• Must speak the local language. Other languages preferred.

Don’t quite meet every single requirement, but still believe you’d be a great fit for the job? We’ll never know unless you hit the 'Apply' button. Start your journey with us today.