Guest Service Agent

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

Job summary

A global hospitality company is seeking a Guest Service Agent to provide exceptional reception services for Guests at DoubleTree Penang. This role involves ensuring an efficient check-in/check-out process, addressing Guest queries, and maintaining high customer service standards. The ideal candidate will have experience in a customer-focused industry and possess excellent communication skills. Full-time position available in a supportive team environment.

Qualifications

• Previous experience in a customer-focused industry.
• Commitment to delivering a high level of customer service.
• Excellent grooming standards and professional manner.

Responsibilities

• Provide services for Guests to contribute to an exceptional experience.
• Ensure an efficient reception experience for Guests, including check-in/out.
• Demonstrate a high level of customer service at all times.

Skills

Customer service orientation

Positive attitude

Good communication skills

Attention to detail

IT proficiency

Job description

Job Description - Guest Service Agent (HOT0BYEN)

Job Description

Job Number

HOT0BYEN

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 Guest Service Agent, you will serve on the Front Office Team, to provide services for Guests to contribute to an overall exceptional experience from check-in through check-out and complete audits, as required. A Guest Service Agent truly influences the first impressions of our Guests and, therefore, are responsible for performing the following tasks to the highest standards:

• Achieve positive outcomes from Guest queries in a timely and efficient manner
• Ensure an efficient reception experience for Guests, including check in/out, and complete audit procedures, as required
• Ensure that the Guest Service Manager is kept fully aware of any relevant feedback from guests and, or, other departments
• Demonstrate a high level of customer service at all times
• Attend appropriate training courses, when required, and assist with the Night Team's training and development efforts
• Demonstrate a knowledge of hotel room categories, room rates, packages, promotions and other general product knowledge necessary to perform daily duties
• Maximize room occupancy and use up-selling techniques to promote hotel services and facilities
• Use the correct procedures regarding the acceptance of foreign currencies, credit cards and cash in accordance with the hotel credit policy
• Comply with hotel security, fire regulations and all health and safety legislation
• Act in accordance with policies and procedures when working with front of house equipment and property management systems
• Follow company brand standards
• Assist other departments, as necessary

What are we looking for?

Guest Service Agents serving Hilton brands are always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:

• Previous experience in a customer-focused industry
• Positive attitude and good communication skills
• Commitment to delivering a high level of customer service
• Excellent grooming standards
• Calm, efficient, and organized with great attention to detail
• Ability to multi-task while maintaining a positive attitude when working with a Guest
• Professional manner with an emphasis on hospitality and guest service
• Ability to work on your own and as part of a team
• Competent level of IT proficiency

It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:

• Previous experience in cash handling
• Front Office/Concierge experience in the hotel, leisure, and/or entertainment sectors
• Conflict resolution experience

Schedule

Full-time

Brand

Doubletree by Hilton

Job

Guest Services, Operations, and Front Office