Guest Service Agent

Hilton Worldwide, Inc.; Malaysia; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading global hospitality company seeks a Guest Service Agent for its DoubleTree location in Penang. The role involves providing exceptional reception services, ensuring smooth check-in/out experiences, and maintaining high customer service standards. Ideal candidates will have a customer-focused attitude and experience in service roles.

Qualifications

• Experience in customer service roles is essential.
• Positive attitude and good communication skills required.
• Ability to multi-task and maintain professionalism under pressure.

Responsibilities

• Provide reception services ensuring exceptional guest experiences.
• Handle guest queries efficiently and maintain hotel standards.
• Participate in training and support the Night Team's development.

Skills

Customer service

Communication

Teamwork

Multi-tasking

Conflict resolution

Tools

IT systems

Job description

Job Description - Guest Service Agent (HOT0BN9V)

Job Number: HOT0BN9V

Work Locations: DoubleTree Penang Miami Beach Batu Ferringhi 11100

A Guest Service Agent provides reception services for Guests to contribute to an overall exceptional experience from check-in through check-out and complete audits, as required.

What will I be doing?

As a Guest Service Agent, you will serve on the Front Office Team, providing services that ensure an exceptional guest experience from check-in to check-out, including completing audits as needed. Responsibilities include:

• Achieving positive outcomes from guest queries efficiently
• Ensuring a smooth reception experience, including check-in/out and audits
• Keeping the Guest Service Manager informed of guest feedback and departmental updates
• Demonstrating high levels of customer service at all times
• Participating in training and supporting the Night Team's development
• Knowledge of hotel room categories, rates, packages, promotions, and product offerings
• Maximizing room occupancy and promoting hotel services through up-selling
• Handling foreign currencies, credit cards, and cash in line with hotel policies
• Adhering to hotel security, fire regulations, and health and safety laws
• Using front of house equipment and property management systems according to policies
• Following brand standards and assisting other departments as needed

What are we looking for?

Ideal candidates will have a customer-focused attitude, positive communication skills, and a commitment to high-quality service. Key qualities include:

• Experience in customer service roles
• Positive attitude and good communication skills
• Grooming standards and professional appearance
• Calm, organized, and detail-oriented
• Ability to multi-task and maintain professionalism under pressure
• Teamwork and independent working skills
• Proficiency in IT systems

Preferred additional capabilities:

• Experience with cash handling
• Front Office or Concierge experience in hospitality or entertainment sectors
• Conflict resolution skills

What will it be like to work for Hilton?

Hilton is a leading global hospitality company, offering a range of accommodations from luxury hotels to mid-priced options. We are committed to delivering exceptional guest experiences and fostering a team dedicated to our vision of "filling the earth with the light and warmth of hospitality." Our team members are central to creating memorable experiences worldwide.