Guest Service Agent

LBS Bina Group Berhad; Petaling Jaya; On-site; MYR 100,000 - 150,000; Full time

Job summary

A luxury hotel chain in Petaling Jaya is looking for a Front Desk Agent to ensure outstanding guest service and manage check-in/check-out processes. The ideal candidate will have SPM qualifications and experience in a 4- or 5-star hotel environment, with excellent communication skills in Bahasa Malaysia and English. This position demands a proactive team player who is passionate about hospitality.

Qualifications

• Minimum qualification: SPM.
• Previous experience in a luxury 4- or 5-star hotel.
• Proficient in Microsoft Office and tech-savvy.
• Able to communicate effectively in Bahasa Malaysia and English.

Responsibilities

• Deliver exceptional guest service according to hotel standards.
• Verify that guests receive the best possible service.
• Register hotel guests per Front Office procedures.
• Coordinate room status updates with housekeeping.

Skills

Guest service

Communication

Teamwork

Problem-solving

Education

SPM

Tools

Microsoft Office

Opera System

Job description

Job Brief

Attend to guests courteously and deal promptly with their requests and queries. Have detailed information about the hotel and city. Check on VIP guest movements, complete their pre-registration formalities. Allocate rooms to all arriving guests after checking the guest preferences. Check guest satisfaction and do any possible first‑hand service recovery step.

Job Responsibilities

• Always deliver exceptional guest service according to the hotel standard operating procedure.
• Maintain positive and professional guests and colleague’s interaction with good working relationships.
• Personally, and frequently verify that guests are receiving the best possible service during check‑in and check‑out.
• Provide excellent service to internal customers as appropriate.
• Register hotel guests following Front Office policies and procedures.
• Be familiar with the hotel's products, services, and policies.
• Work closely with other colleagues and departments in a supportive and flexible manner, focus on the overall success of the hotel and the satisfaction of the hotel guest.
• Support and embrace the spirit of "Teamwork".
• To be familiar with the Opera System.
• Safeguard the cash float assigned and to be fully accountable for it.
• Receive, acknowledge, and relay all telephone calls to the parties concerned in a fast, accurate, and courteous manner.
• Provide courteous service to the guest and respond promptly and tactfully to the guest's complaints, requests, and inquiries.
• To be familiar with the measure and the steps to be taken when the system fails and all backup procedures.
• Inform the relevant department of any arrivals, room changes, check‑outs, defects, and any other arrangements.
• Determinates guest's reservation status and identifies how long the guest will stay.
• Helps guest complete registration cards and accommodating special requests whenever possible.
• Performs cashiering tasks like invoice settlement, posting charges to the guest, raising paid outs.
• Report any discrepancies such as skippers and dispute on bills so that action can be taken, and no loss is suffered.
• Can handle/resolve guest complaints and/or knowledge/understanding of when and how to direct the guest to receive assistance.
• Works closely with the housekeeping department in keeping room status reports up to date and coordinates requests for maintenance and repair work.
• Coordinates room status updates with the housekeeping department by notifying housekeeping of all check‑out, late check‑out, early check‑ins, special requests, and day‑use rooms.
• Ensure a high level of product knowledge of the hotel and local area and know the daily happenings in the hotel.
• Ensure the Duty Manager and Front Office Manager are kept fully aware of any relevant feedback from either the customers or from other departments.
• Assist guests with any inquiries regarding local entertainment, restaurants, or transportation.
• Maintains guest room key storage and maintains and supervises access to safe deposit boxes.
• Rules and regulations, grooming codes and code of conduct of employees as well as customer relations are always adhered to.
• Takes personal interest and pride to ensure that the front desk work area is kept clean and in an orderly state.
• Always maintain excellent grooming when on duty and to have discipline.
• To report any comment, irregular behaviour and activities to the Duty Manager.
• Perform any other duties assigned by Duty Manager / Front Office Manager / Rooms Division Manager.

Job Requirements

• Minimum qualification: SPM.
• Previous experience working in a luxury 4- or 5-star hotel environment.
• Proficient in Microsoft Office and tech‑savvy.
• Able to communicate effectively in both Bahasa Malaysia and English; proficiency in additional local languages is an advantage.
• A strong team player with a proactive attitude.
• Passionate about providing excellent service.
• Reliable and demonstrates high integrity.
• Fast learner with the ability to adapt quickly.
• Possesses good communication skills.
• Strong relationship management skills when dealing with internal and external guests.
• Confident and professional in carrying out responsibilities.