Guest Service Agent - Telephone Operator

Sheraton Hotels & Resorts; Kuala Lumpur; On-site; MYR 28,000 - 39,000; Full time

Job summary

Sheraton Hotels & Resorts in Kuala Lumpur welcomes guests with attentive service at the front desk. You will handle check-ins, check-outs, billing, and guest requests to ensure a smooth stay.

The role focuses on guest satisfaction, coordination with housekeeping, and accurate payment processing in a busy hotel environment.

Qualifications

• High school diploma or GED required.
• No related work experience required.
• No supervisory experience required.
• No professional licenses needed.

Responsibilities

• Process guest check-ins and check-outs, issue room keys and handle billing.
• Answer calls, assist guests with requests, and coordinate transportation as needed.
• Communicate guest needs to housekeeping and other hotel teams to ensure room status.
• Maintain professional appearance, security of payments, and proper record keeping.

Skills

Guest services

Communication

Teamwork

Education

High school diploma or GED

Job description

Additional Information

Job Number: 26102081

Job Category: Rooms & Guest Services Operations

Location: Jalan Sultan Ismail, Kuala Lumpur, Wilayah Persekutuan, Malaysia, 50250

Schedule: Full Time

Located Remotely?: N

Position Type: Non-Management

Position Summary

Process all guest check-ins, check-outs, room assignments, and room change/late check-out requests. Secure payment; activate/reissue room keys. Ensure rates match market codes, document exceptions. Verify/adjust billing for guests. Communicate to appropriate staff when guests are waiting for an available room. Advise guest of messages. Clear departures in computer system. Coordinate with Housekeeping to track room status and guest concerns. File guest paperwork or documentation. Operate telephone switchboard station. Run and check daily reports, contingency lists, and credit card authorization reports. Supply guests with directions and information. Answer, record, and process all guest calls, requests, questions, or concerns; follow up to ensure each has been met to guests’ satisfaction. Arrange transportation for guests/visitors. Count and secure bank at beginning and end of shift. Cash-guests' checks, process all payment types, vouchers, paid-outs, charges, and provide change. Notify Loss Prevention/Security of any reports of theft.

Follow company policies and procedures; report accidents, injuries, and unsafe work conditions to manager; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge guests according to company standards; anticipate and address guests’ service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak using clear and professional language; answer telephones using appropriate etiquette. Develop and maintain positive working relationships; support team to reach common goals; listen and respond appropriately to the concerns of employees. Comply with quality assurance standards. Stand, sit, or walk for an extended period of time. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.

Preferred Qualifications

• Education: High school diploma or G.E.D. equivalent.


• Related Work Experience: No related work experience.


• Supervisory Experience: No supervisory experience.


• License or Certification: None

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.

When you join the Sheraton family, you become a member of its global community. We’ve been a place to gather and connect since 1937. At Sheraton, associates create a sense of belonging in more than 400 communities around the world. We invite, we welcome, and we connect guests through engaging experiences and thoughtful service. If you’re a team player who is excited to deliver a meaningful guest experience, we encourage you to explore your next career opportunity with Sheraton. Join us on our mission to be ‘The World’s Gathering Place’. In joining Sheraton Hotels & Resorts, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.