Guest Services Agent

Mandarin Oriental; Kuala Lumpur; On-site; MYR 27,900 - 39,060; Full time

Job summary

Mandarin Oriental in Kuala Lumpur seeks a Front Office Receptionist responsible for delivering exceptional service to guests while maintaining Legendary Quality Experience standards. The role includes greeting guests, ensuring room readiness, managing bill accuracy for assigned guests, and effective communication with various hotel departments. Candidates should have strong customer service skills and knowledge in Food and Beverage services. This position offers a dynamic work environment within a luxury setting.

Qualifications

• Ability to maintain Legendary Quality Experience while providing service to guests.
• Effective communication with both guests and colleagues.
• Knowledge in handling Food and Beverage services is essential.
• Experience in cash handling is preferred.

Responsibilities

• Meet and greet guests upon arrival at the Main lobby.
• Ensure all rooms assigned for arrivals are ready prior to guest’s arrival.
• Update and correctly post bills for guests before departure.
• Ensure effective communication with departments regarding guest queries.

Skills

Customer service

Communication

Food and Beverage knowledge

Cash handling

Job description

• 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