Guest Service Agent

Talentcloud.ai; Selangor; On-site; MYR 100,000 - 150,000; Full time

Job summary

A luxury hotel in Selangor is seeking a front desk officer dedicated to providing exceptional guest service and maintaining a high standard of hospitality. The ideal candidate should have prior experience in a 4 or 5-star hotel, a passion for serving guests, and be proficient in both Bahasa and English. Responsibilities include guest registration, handling inquiries, and ensuring guest satisfaction. A team player with good relationships skills, integrity, and reliability is essential for this role.

Qualifications

• Previous experience working in a luxury 4 or 5-star hotel environment.
• Able to converse in Bahasa and English, additional local language will be an advantage.
• Reliability and high integrity are essential.

Responsibilities

• Deliver exceptional guest service according to hotel standards.
• Handle guest complaints and requests promptly.
• Register hotel guests and maintain room status updates.

Skills

Guest service

Relationship management

Teamwork

Tech-savvy

Communication in Bahasa and English

Education

SPM

Tools

Microsoft Office

Job description

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 PMS 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-outs, 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 codes 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.
• Ensure stock levels of necessary supplies are maintained at appropriate levels and perform stock checks regularly.
• Always maintain excellent grooming when on duty and to have discipline.
• To report any comment, irregular behavior and activities to the Duty Manager.
• Perform any other tasks as assigned by the Duty Manager, Front Office Manager, or Rooms Division Manager.

Job Requirements

• SPM
• Previous experience working in a luxury 4 or 5-star hotel environment
• Microsoft Office and tech savvy
• Able to converse in Bahasa and English, additional local language will be advantage
• A team player
• Passion to serve
• Reliable
• High integrity
• Fast learner
• Good relationship management skills with internal and external guests.

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