Guest Services Agent (Front Office)

Holiday Inn Express Kota Kinabalu City Centre; West Coast Division; On-site; MYR 28,000 - 50,000; Full time

Job summary

Holiday Inn Express Kota Kinabalu City Centre is seeking a Guest Services Agent to greet guests, manage reservations, and support reception and F&B services. You will work closely with hotel staff to ensure a smooth check-in and check-out experience and handle guest inquiries with brand-aligned service standards.

The role emphasizes teamwork, strong communication, and adherence to safety and service guidelines while contributing to guest satisfaction and loyalty programs.

Qualifications

• Minimum high school/secondary education/college degree preferred.
• Positive attitude, pleasant personality, good communication skills, hotel operations and/or service experience preferred.
• Basic computer literacy.
• Must speak local languages.
• Knowledge in other languages is an advantage.

Responsibilities

• Assist the Guest Services Leader (GSL) in revenue growth by leveraging company systems, procedures and processes.
• Handle guest check out and billing in an efficient, friendly and hassle free manner.
• Promote teamwork and coordinate with all hotel staff and outsourced teams to meet guest needs.
• Check guests in, register details, issue keys and handle inquiries per brand standards.
• Process guest food and beverage orders and maintain cleanliness in public areas.

Skills

Communication

Basic IT literacy

Hotel/service experience

Multilingual

Education

High school diploma / equivalent

Tools

Opera PMS

Job description

Guest Services Agents (GSA) are the key point of contact for our guests. They are reliable, highly motivated and multi-skilled employees who efficiently make reservations, answer calls/inquiries, provide reception services and food & beverage services throughout the hotel.

The work in close coordination with all employees and outsourced staff in the hotel and are dependable in meeting the needs of our guests throughout their stay.

DUTIES AND RESPONSIBILITIES

To assist the Guest Services Leader (GSL) in the hotel’s revenue growth by leveraging on the company’s systems, procedures and business processes.

Handling Guest check out and billing in an efficient, friendly and hassle free manner.

People:

Promote the Holiday Inn Express “one team approach” and reliable service through daily communication and coordination with all team members.

Participate in programs that drive improvements in team member engagement and are aligned with the “Holiday Inn Stay Real Be you” brand service behaviors.

Ensure own productivity and that of the team on a day-to-day basis by planning and assigning work and establishing performance and development goals as set by the GSL.

Contribute by participation in compliance with federal, state and local laws and safety regulations.

Guest Experience:

Check Guest In – Efficiently Greet, register and confirm guest particulars and payment details upon check in. Issue keys.

Guest Check Out – Print and confirm details of payment and bill for guests upon check out.

Answer any guests’ inquiries practically and simply in adherence to brand standards.

Handle guests’ complaints appropriately adhering to brand standards or direct them to GSL’s.

Handle cashiering, payment and foreign currency exchange accurately.

Reliably handle all special needs and requests of guests and repeat visitors.

Demonstrate Brand-Hearted behaviors by maintaining compliance with all brand standards, behaviors, hallmarks and license agreement mandates.

Retrieve and print Arrival/Departure Report, Backup Report and Trace Report from Opera PMS for daily room allocation.

Accurately Enter/Update Reservations.

Handle Telephone Enquires efficiently and effectively.

Perform in a self-sufficient way in line with business requirements.

Great Room– Process Guest Food and Beverage Order, Clear Tables (The Great Room).

Refresh food and Beverages in The Great Room.

Meeting Room – Set up meeting Room, make tea and coffee, clean meeting room.

Clean and Organize Guest Areas and Pick up debris throughout Public Areas.

Updating constantly on local knowledge to improve the guest experience.

Responsible for Priority Club Rewards (PCR) Enrollment & Recognition

Finance / Admin (Petty Cash Processing, Purchasing, Billing)

Responsible Business:

Demonstrate Awareness of Occupational Health and Safety (OSHA) policies and procedures and ensure all procedures are conducted safely and within OHSA guidelines.

Be aware of duty of care and adhere to occupational, health and safety legislation, policies and procedures.

Be familiar with property safety, first aid and fire and emergency procedures and operate equipment safely and sensibly.

Initiate action to correct a hazardous situation and notify supervisors of potential dangers.

Support the hotel’s corporate responsibility initiatives in the areas of community involvement, environment management, workplace health & safety and food safety, drive action plan as required to achieve hotel corporate responsibility objectives.

QUALIFICATIONS AND REQUIREMENTS

Minimum high school/secondary education/college degree preferred

Positive attitude, pleasant personality, good communication skills, hotel operations and/or service experience preferred

Basic computer literacy

Must speak local languages(s)

Knowledge in other languages is an advantage

What can I earn as a Guest Services Agent