Guest Service Center Agent

Minor Food Holding Co., Ltd.; Desaru; On-site; MYR 33,000 - 51,000; Full time

Job summary

Anantara Desaru Coast Resort & Villas, Malaysia, is seeking a Guest Service Center Agent to act as the central point of communication for guests, delivering prompt, professional, and personalized assistance throughout their stay.

You will handle guest enquiries, requests, and coordination with Front Office, Housekeeping, and other teams to ensure seamless service delivery and a memorable luxury hospitality experience.

Responsibilities

• Answer incoming guest calls promptly and professionally, using appropriate telephone etiquette and brand standards.
• Handle guest enquiries regarding resort facilities, restaurants, activities, operating hours, transportation, and other services.
• Receive and accurately record guest requests, complaints, and special requirements.
• Coordinate guest requests with relevant departments, including Front Office, Housekeeping, Engineering, Food & Beverage, Security, Recreation, and other operational teams.
• Follow up on guest requests to ensure they are completed promptly and to the guest's satisfaction.
• Manage wake-up calls, messages, internal calls, and other telephone-related guest services.
• Maintain accurate records of guest requests, incidents, feedback, and follow-up actions in the hotel's designated systems.
• Handle guest concerns calmly and professionally, escalating matters to the appropriate supervisor or manager when necessary.
• Communicate important guest information and operational updates clearly to relevant departments.
• Be knowledgeable about resort facilities, services, promotions, activities, and local attractions to provide accurate information.
• Anticipate guest needs and look for opportunities to personalize the guest experience.
• Maintain guest confidentiality and handle personal information with discretion.
• Support emergency communications and follow established hotel procedures when required.
• Work closely with Front Office and other operational departments to ensure seamless service delivery.
• Perform other duties reasonably assigned by the supervisor or management.

Job description

Job Location

Anantara Desaru Coast Resort & Villas

Anantara Hotels & Resorts is a global luxury hotel and resort brand rooted in Thai culture, with an intrinsic sense of authentic hospitality. Inspired by the Sanskrit word meaning 'without end', our spirit embodies freedom, movement, and harmony. We believe every journey should leave a lasting impression - for our guests and for our people.

Founded in 2001 in Thailand, we have since expanded across the world, welcoming guests in some of the world's most captivating locales - from pristine beaches and private islands to ancient sites and vibrant metropolises. If you are driven by a passion for generosity, warmth and heartfelt hospitality, Anantara offers a career without limits.

Guest Service Center Agent

The Guest Service Center Agent serves as a central point of communication for our guests, delivering prompt, professional, and personalized assistance throughout their stay. The role handles guest enquiries, requests, internal communications, and service coordination, ensuring every interaction reflects the warmth, efficiency, and attention to detail expected in luxury hospitality.

Key Responsibilities

• Answer incoming guest calls promptly and professionally, using appropriate telephone etiquette and brand standards.
• Handle guest enquiries regarding resort facilities, restaurants, activities, operating hours, transportation, and other services.
• Receive and accurately record guest requests, complaints, and special requirements.
• Coordinate guest requests with relevant departments, including Front Office, Housekeeping, Engineering, Food & Beverage, Security, Recreation, and other operational teams.
• Follow up on guest requests to ensure they are completed promptly and to the guest's satisfaction.
• Manage wake-up calls, messages, internal calls, and other telephone-related guest services.
• Maintain accurate records of guest requests, incidents, feedback, and follow-up actions in the hotel's designated systems.
• Handle guest concerns calmly and professionally, escalating matters to the appropriate supervisor or manager when necessary.
• Communicate important guest information and operational updates clearly to relevant departments.
• Be knowledgeable about resort facilities, services, promotions, activities, and local attractions to provide accurate information.
• Anticipate guest needs and look for opportunities to personalize the guest experience.
• Maintain guest confidentiality and handle personal information with discretion.
• Support emergency communications and follow established hotel procedures when required.
• Work closely with Front Office and other operational departments to ensure seamless service delivery.
• Perform other duties reasonably assigned by the supervisor or management.