Guest Service Associate

Weil Hotel; Ipoh; On-site; MYR 20,000 - 100,000; Full time

Job summary

A leading hotel in Ipoh, Malaysia is looking for a dedicated guest service representative. The role involves ensuring guests have a pleasant stay, managing check-ins and check-outs, and performing cashiering tasks. Candidates should exhibit excellent customer service skills, have knowledge of room types, and be able to handle guest inquiries efficiently. This position requires maintaining high standards of service and handling special requests from guests during their stay.

Qualifications

• Ability to handle/resolve guest complaints.
• Excellent customer service skills.
• Knowledge of room types and rates.

Responsibilities

• Represent the hotel to the guest throughout their stay.
• Maintain superior guest services with a welcoming attitude.
• Perform cashiering tasks like bill settlement.

Job description

Represents the hotel to the guest throughout all stages of the guest's stay. Determinates guest's reservation status and identifies how long the guest will stay. Helps guests complete registration cards and then assigns rooms, accommodating special requests whenever possible.

Maintains superior guest services by welcoming all guests efficiently with a smile and positive attitude, checking guests in/out of hotel, ensuring guest rates and bill is accurate and presenting work station as clean and neat at all times.

Provide guests with prompt service, professional attention and personal recognition.

Respond promptly and professionally to all guest inquiries and follow up to ensure maximum satisfaction.

Assists in pre-registration and blocking of rooms for reservations.

Performs cashiering tasks like bill / invoice settlement, posting charges to the guest, raising paid out's.

Thoroughly understand and adheres to proper credit and cash handling policies and procedures.

Knows all room locations, types of rooms available, and room rates.

Uses suggestive selling techniques to upsell room’s category and to promote other services of the hotel.

To be fully conversant in all aspects of city that all guest enquiries can be handled efficiently and courteously.

Coordinates room status updates with the housekeeping department by notifying housekeeping of all check outs, late checkouts, early check-ins, special requests, and day use rooms.

Verifies guest's method of payment and follows established credit-checking procedures.

Examines the day’s reservations for correct date, type of room reserved, any special request and necessary routing if applicable.

Places guest and room information in the system or folders and communicates information to the appropriate hotel personnel in the event of any special requests.

Have the ability to handle/resolve guest complaints and/or knowledge/understanding of when and how to direct the guest to receive assistance.