Guest Services Agent

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

Job summary

A luxury hotel in Kuala Lumpur is seeking a Guest Services Agent to provide exceptional front desk service. You will be responsible for welcoming guests, handling check-ins and check-outs, and addressing inquiries. Ideal candidates must possess strong customer service skills and a warm demeanor to enhance guest experiences. Opportunities for career development and health benefits are included.

Benefits

Learning and development programs

Complimentary hotel stays

Health and wellness programs

Public holiday entitlement

Employee Provident Fund contributions

Social Security Organisation benefits

Qualifications

• Excellent communication skills and a friendly demeanor.
• Ability to handle guest check-ins and check-outs accurately.
• Strong problem-solving skills and attention to detail.

Responsibilities

• Meet and greet guests at the Front Desk.
• Ensure effective implementation of the IMS policy and procedures.
• Respond promptly to guest inquiries and requests.

Skills

Customer service

Communication

Problem-solving

Job description

GUEST SERVICES AGENT

About the job

Based at the Mandarin Oriental Kuala Lumpur / within the Front Office Department in Kuala Lumpur, the Guest Services Agent is responsible for meeting and exceeding guest expectations by providing efficient and courteous Front Desk service in accordance with Legendary Quality Experiences. The Guest Services Agent reports to the Front Office Manager / Reception Manager.

As Guest Service Agent, you will be responsible for the following duties:

• Meet and greet guests at the Front Desk to perform check-in, check-out, and provide any other assistance; escort guests to their rooms and assign rooms according to guest preferences, ensuring consistency in service delivery to enhance guest experiences through LQE.

• Ensure effective implementation of the IMS policy and procedures

• Ensure operational compliance with legal regulations and other requirements

As Guest Service Agent, we expect from you:

• Greet guests warmly and professionally upon arrival.

• Handle guest check-ins and check-outs efficiently and accurately.

• Follow hotel policies, safety guidelines, and standard operating procedures.

• Respond promptly and courteously to guest inquiries, requests, and concerns.

Our commitment to you

• Learning & Development. Your success is our success. We craft unique learning and development programmes for various stages in your career so that you grow, continuously.

• MOstay. When you work as hard as our colleagues do, it’s important to take time off. As a member of the #MOfamily, you can stay with us wherever you go in the world. The MOstay programme offers complimentary nights and additionally attractive rates on rooms for you and your loved ones.

• Health & Colleague Wellness. Finding the right work-life balance is important. Your wellbeing matters to us. A variety of health benefits and wellness programmes are offered to all our colleagues, globally.

• EPF (Employees Provident Fund) contributions (higher than the norm)

• SOCSO (Social Security Organisation) & EIS (Employment Insurance System)

• Public holiday entitlement based on Malaysian calendar

• Exceptional rest area & colleagues engagement activities.