Guest Services Agent

Mandarin Oriental Hotel Group Limited; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A luxury hotel chain in Kuala Lumpur seeks a Front Office Associate to maintain high guest service quality. Responsibilities include greeting guests, ensuring room readiness, handling guest bills accurately, and adhering to hotel policies. The ideal candidate will have strong communication skills, experience in hospitality, and knowledge of food and beverage services. Join our team to create memorable experiences for all guests through exceptional service and attention to detail.

Qualifications

• Experience in hospitality or front office operations is preferred.
• Ability to work under pressure in a fast-paced environment.
• Strong teamwork skills and a commitment to providing exceptional service.

Responsibilities

• Meet and greet guests upon arrival at the Main lobby.
• Ensure all rooms assigned for arrivals are ready prior to guests’ arrival.
• Provide quality service during check-in and check-out.
• Communicate clearly with Guest Services and other departments.
• Participate in the implementation of company policies and procedures.

Skills

Customer service skills

Cash handling

Communication skills

Food and Beverage knowledge

Organization

Education

High school diploma or equivalent

Job description

Daily Duties

• Responsible for maintaining the Legendary Quality Experience – LQE
• To meet and greet guests upon arrival at the Main lobby
• To ensure all rooms assigned for arrivals are ready prior to guest’s arrival
• Ensure all bills for Mandarin Oriental Club floor guests are updated and correctly posted prior to guests’ departure
• Provide quality service, with colleagues as well as guests by responding to their requests promptly, efficient and courteous manner during check-in and check-out and during their stay
• Adhere to hotel policies strictly regarding the use of cash banks
• Check cash float at the beginning and the end of every shift ensuring at all times that the amount are correct
• Check and ensure that all guest’s bills are charged and posted to the correct folio and accurately
• Communicate clearly with Guest Services Agents, Housekeeping, Room Service, Duty Manager and Accounts Department so as to keep queries minimum
• Establish a good working knowledge of the account department so as to facilitate guest and management requests for historical data
• Ensure that all filing are done correctly and up to date at all times
• To liaise closely with Concierge on luggage and transfers arrangement for those due to depart early morning
• Continuously strive to meet Front Office objectives, i.e. up selling, express checkout, guest history preferences, restaurant reservations etc.
• Always upkeep and maintain work station in clean and tidy manner at all times
• Escort all VIP, Top and Tip Top guests to rooms
• Soliciting with guests in the lobby to obtain any feedback from guests and inform management accordingly
• Perform any other duties as required by the department head from time to time
• Must be well versed with Food and Beverage services/knowledge
• Commitment to the standards of the IMS system in Health, Safety, Quality and Environmental protection
• Participate in the effective implementation of the IMS policy and procedures
• Attend training on IMS system Follow through in achieving OTPs
• Identify areas of improvement through CPAR or suggestions
• Participating in identification of new activities that are in relation to EASI and HIRA
• Play an effective role as a FHLSS committee member, if nominated