Front Desk Service Agent

Found in: beBee S MY - 1 month ago

Kota Kinabalu Sabah, Malaysia Hilton Kota Kinabalu Full time
Description

With thousands of hotels in over 100 countries and territories, Hilton offers countless opportunities to delight. From an open door to a welcoming smile and an exceptional experience, we offer the millions of travellers who stay with us every year a welcome they will never forget. In addition to our flagship brand, Hilton Hotels & Resorts, the family of brands includes Waldorf Astoria, LXR, Conrad, Canopy, Curio Collection, DoubleTree, Hilton Garden Inn, Hampton and many others. 

If you appreciate the impact global travel can have on the world, you may be just the person we are looking for to work as a Hilton Team Member. Because it’s with Hilton where we never forget the reason we're here: to delight our guests, Team Members, and owners alike.  

The Guest Service Agent greets and registers guests, providing prompt and courteous service. He / she checks guests in and out, resolving guest challenges throughout their stay in our hotel. This role upgrades guests as required and promotes the hotel’s services. 

What will I be doing? 

As the Guest Service Agent, you will be responsible for performing the following tasks to the highest standards: 

Complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rates.   Make appropriate selection of rooms based on guests’ needs, code electronic keys, confirms the room number and rates with a written confirmation.  Promote and administer Hilton marketing programs such as Hilton Honors for arriving guests, ensuring guests know the location of rooms containing room keys, tokens of our appreciation, gifts, etc., to guests.  Ensure rooms and services are correctly accounted for within guests’ statements, properly stating services provided by the hotel.   Assist guests with check-out payments or charges, accepting and recording vouchers, credits, traveller’s checks and other forms of payment, converting foreign currency at current posted rates.   Greet customers immediately with a friendly and sincere welcome with a positive and clear speaking voice, listen and understand requests, respond with appropriate actions and provide accurate information such on outlet hours, special VIP programs, events, etc.  Receive special requests from guests and respond appropriately or forward requests to appropriate team members for their decisions and actions.  Promptly answer the telephone and email inquiries, inputting messages into the computer and advising other team members of special guests’ needs.   Retrieve messages and communicate the content to guests, retrieving mail, packages and facsimiles or other special items for customers as requested.   Record guests’ complaints, conducting thorough research to develop the most effective solution and negotiate results.  Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, quality of dishes etc.   Remain calm and alert especially during emergency situations and heavy hotel activity.   Plan and implement detailed steps by using experienced judgment and discretion.  Take on an active role in the team by being kind, cooperative, and helpful and never forgetting the person behind the guest.  Actively take part in training where and when required, attending formal training sessions and on the job trainings to ensure standards and develop skills and abilities.   Contribute to the hotel and team by sharing new ideas and suggestions for improvements, being innovative and creative to provide quality service and customer care to team members and guests.  Take on an active role in the Executive Floor team, ensuring effective communication and working as a team in order to reach goals and targets.  Create a warm and welcoming arrival for guests, ensuring that they feel expected and immediately “at-home” when they arrive.  Check-in guests in accordance with their reservation details, ensuring that the registration cards are completed, reservation information confirmed, Hilton Honours and Frequent Flyer numbers enquired about, and method of payment is secured.  Handle complaints promptly and efficiently, taking the necessary action, and informing the Duty Manager or Guest Relations Manager to follow-up where appropriate.   Follow-up with all guests to ensure satisfaction with problem resolution.  Maintain awareness of guests’ profile and specific preferences, ensuring that they are acted upon for each reservation.  Ensure that VIP guests are treated personally and recognized as an individual.  Liaise with Sales, Reservations and the Business Development teams to handle corporate guests.   Promote Hilton Honours and its associated benefits to guests who are not already enrolled in the program, ensuring that existing Hilton Honours members receive personal and professional service that recognizes them as important guests and that their benefits are received.    Ensure a prompt and efficient departure, by settling guests’ accounts as per billing and reservation instructions, ensuring that all guests’ folios are correct.  Input information into Fidelio regarding guests, ensuring accuracy and that all details are completed, and the information can be clearly understood by other team members.  Apply Hilton brand standards in each and every action, acting as a role model and example of how the standards should be carried out in a practical setting.  Knowledgeable of the hotel’s facilities and services as well as basic knowledge of Hilton International, MEAP and other properties in China.   Up to date with information on facilities, attractions, and places of interests, sights and activities in and around the hotel.  Effectively communicate, coordinate and cooperate with Housekeeping, F&B, Engineering and IT.  Report problems with hotel systems, hardware or facilities to the appropriate parties and follow-up to ensure that corrective action has been taken.  Ensure that the Guest Service Manager is kept aware and up to date with operational issues.  Pass on information effectively, ensuring that all necessary details are communicated to the intended person and that any pending action is completed, and guest satisfaction is confirmed.   Attend daily briefings, shift handovers, meetings and read the logbook on a daily basis.  Ensure that the day-to-day functions of the front desk are completed, including but not limited to checklists, trace reports, credit limit checks, and online back-ups.  Check registration cards, meetings and functions information, billing instructions, and reservation backup to ensure that all information received is acted upon accordingly.  Ensure that the front desk stock is managed and not wasted, maintaining costs where able.  Keep up to date and aware of competitor activities in order to be well informed.  Adhere to the hotel selling strategy of Demand Based Pricing and maintain rate integrity by offering clear, transparent, and value for money rates to guests.   Comply with Health & Safety, Emergency Management, the Disaster manual, Fire procedures and regulations, taking part in the fire team when and where directed.  Adhere strictly to standard cash handling procedures, ensuring to balance float and drop the required amount, managing cash, credit card transactions, city ledgers, vouchers and all other forms of payment correctly.  Adhere to the company’s credit policy at all times when handling cash, credit card transactions, city ledgers, providing currency exchange services, LPO and third party payments for rooms, meetings, F&B and any other charges that may be incurred by guests.  Provide safety deposit boxes to guests, ensuring that guests’ valuables are safe and secure at all times.  Follow-up on outstanding accounts to ensure no loss of revenue and secure method of payment for upcoming reservations.  Maintain the efficiency of departure by checking all guests’ folios to ensure accuracy of charges.  Upsell rooms to higher room and rate categories, ensuring maximum revenue generation from each guest.  Maintain awareness of sales opportunities within the hotel, maximizing revenue in an ethical and responsible manner, adhering to Hilton brand standards and ensuring that guests receive value for money.  Attempt to communicate with guests in guests’ native language, if applicable.  Carry out any other reasonable duties and responsibilities as assigned.  The Management reserves the right to make changes to this job description at its sole discretion and without advance notice.  Requirements

What are we looking for?

A Guest Service Agent serving Hilton Brands is always working on behalf of our Guests and working with other Team members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow: 

Able to perform moderately complex mathematical calculations without error.   Able to read, listen and communicate effectively in English, both verbally and in writing to meet business needs.  Able to access and accurately input information using a moderately complex computer system.  Able to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts.  Good interpersonal skills to provide overall guest satisfaction.  Able to work under pressure and deal with stressful situations during busy periods.  1 or 2 years of related working experience preferred. 

What will it be like to work for Hilton? 

Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travellers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision to fill the earth with the light and warmth of hospitality unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team members are at the heart of it all 

Source: Hospitality Online

  • Front Office Manager

    1 day ago

    Kota Kinabalu, Malaysia SABAH ORIENTAL HOTEL Full time

    Requirements: - Diploma/ Degree in Hospitality or any other related certificate. Experience more than three (3) years in Hotel front desk supervisory experience, handling cash, accounting procedures, and general administrative tasks. Able to write, read and communicate in English and Malay. Mandarin/ Chinese speaking is an added advantage. Extremely...

  • Front Desk Executive

    4 days ago

    Kota Kemuning, Malaysia JT Chiropractic & Physiotherapy Full time

    We are a rehabilitation centre providing healthcare services for spine and joint diseases. Our dedicated team of healthcare professionals strive to help patients recover from pain and regain their active lifestyle. We are looking for a front desk executive to join our team to assist with the operations. **Responsibilities and Duties** - Handle incoming...

  • Front Office Assistant

    2 days ago

    Kota Kinabalu, Malaysia Shangri-La Hotels Full time

    Shangri-La Rasa Ria, Kota Kinabalu Be part of our Shangri-La family! At Shangri-La Rasa Ria, Kota Kinabalu, we prioritize employee growth, offering learning and advancement opportunities. We provide competitive benefits and foster internal promotion, ensuring career progression within our organization. Our people are our greatest asset; we value them like...

  • Front Desk Admin Officer

    3 days ago

    Kota Kinabalu, Malaysia Standard Marine Agencies Sdn Bhd Full time

    **Main Task** Perform receptionist and administrative tasks. - Greet and welcome guests/ visitors and direct them to the appropriate personnel. - Answer phone calls and to direct calls to the correct personnel. Taking down messages as and when required. - Maintain office security by ensuring guests/ visitors following safety procedures and controlling...

  • Front Office Officer

    1 day ago

    Kota Kinabalu, Malaysia Toojou Hotel Full time

    **Responsibilities**: - To assist with daily operation at Front Office. - To assist guests during arrival and departure. - To build guest loyalty and satisfaction, while maximising room revenue and occupancy. - To create unforgettable stay for our guests. - To handle guest's enquiry, feedback and reservation. - To sell tours pakcages. **Key...

  • Service associate

    Found in: beBee S MY - 1 week ago

    Kota Kinabalu, Malaysia Shangri-la Full time

    We are looking for Service Associate - Front Office (Receptionist) Duties To provides guest services, handles the set-up of daily reservations and check-in and check-out of guests. Requirement: Certificate/Diploma in Hospitality Management Fresh graduate with internship experience are encourage to apply Able to interact with all level of guests Good team...

  • Bellman

    6 days ago

    Kota Kinabalu, Malaysia King Park Hotel Full time

    1. To be present at the Concierge/Reception desk or in the lobby to be ready to assist guests, colleagues and visitors when requested 2. Tag baggages it and return the identification slips to guests 3. Assists guests with luggage to the front desk 4. Escorts guests to room, placing luggage in room assigned by front desk 5. Update the Luggage movement...

  • Front Office Agent

    Found in: Talent MY C2 - 1 week ago

    Kota Kinabalu, Malaysia Marriott Hotels Resorts Full time

    POSITION SUMMARY Process all guest check-ins by confirming reservations, assigning room, and issuing and activating room key. Process all payment types such as room charges, cash, checks, debit, or credit. Process all check-outs including resolving any late and disputed charges. Answer, record, and process all guest calls, messages, requests, questions, or...

  • Service associate

    Found in: beBee jobs MY - 1 week ago

    Kota Kinabalu, Sabah, Malaysia Shangri-la Full time

    We are looking for Service Associate - Front Office (Receptionist) Duties To provides guest services, handles the set-up of daily reservations and check-in and check-out of guestsRequirement: Certificate/Diploma in Hospitality Management Fresh graduate with internship experience are encourage to apply Able to interact with all level of guests Good team...

  • Host - Front Office: Hyatt Centric Kota Kinabalu

    Found in: Talent MY C2 - 1 week ago

    Kota Kinabalu, Malaysia Hyatt Corporation Full time

    Host - Front Office: Hyatt Centric Kota Kinabalu Hyatt Centric Hyatt Centric Kota Kinabalu MY - 12 - Kota KinabaluGuest Service OperationsHourly/Entry Level EmployeeFull-timeReq ID: KOT000221Local Summary To provide courteous, professional,efficient and flexible service consistent with the hotel’s policies in order to maximize guest...

  • Receptionist/ Front Desk

    6 days ago

    Kota Kinabalu, Malaysia T. Low Dental Clinic Full time

    **Key Responsibilities**: - Greeting patients and visitors, and ensuring they are registered and checked in. - Answering and directing phone calls, scheduling appointments, and managing the appointment system. - Scheduling, re-scheduling, or canceling appointments as needed. - Scheduling follow-up appointments and providing message reminders. - Assisting...

  • Guest Service Manager

    3 days ago

    Kota Tinggi, Malaysia Hard Rock Hotel Desaru Coast Full time

    *** The Guest Services Manager is responsible for all duties of the front office operation, including management of the front desk, training and employee development, delivery of quality customer service, and resolution of guest issues. **PRIMARY RESPONSIBILITIES** - Lead, direct, and manage front desk operations. Maintain regular presence throughout the...

  • Guest Service Assistant

    1 day ago

    Kota Kinabalu, Malaysia Gaya Island Resort Full time

    **About us** We are customer-centric, engaging and fun. Our work environment includes: - Food provided - Growth opportunities Preferably with 1 year or more in Customer Service and Front Office experience as a Front Office Receptionist/Associate. Able to converse in Chinese (Mandarin) and English. Able to carry out daily task of check in and check out,...

  • Reservations Service Associate

    3 days ago

    Kota Kinabalu, Malaysia NOSMAL HOSPITALITY SDN BHD Full time

    Job Summary / Purpose: To effectively and efficiently handle and convert all reservation inquiries and ensure accurate booking information is ascertained and communicated to the operational team; to ensure customer delight and to support the achievement of the hotel. 1. To ensure that all reservations are recorded by following the established SOP with full...

  • Duty Manager

    4 days ago

    Kota Kinabalu, Malaysia Hyatt Regency Kinabalu Full time

    Summary At Hyatt, we believe in the power of belonging. We turn trips into journeys, encounters into experiences and jobs into careers. At the heart of Hyatt is our shared belief that hospitality is more than just a job - it's a career for people who care. Join us: - **DUTY MANAGER** In this role, you will be assisting the Assistant Front Office Manager in...

  • Guest Service Assistant

    1 day ago

    Kota Kinabalu, Malaysia Gaya Island Resort Full time

    **About us** We are customer-centric, engaging and fun. Our work environment includes: - Food provided - Growth opportunities Preferably with 1 year or more in Customer Service and Front Office experience as a Bellman with a valid driving license. Able to carry out daily task of check in and check out, luggage handling, parcels, mails and driving resort...

  • Front Desk

    4 days ago

    Kota Damansara, Malaysia The Chiro Hub Full time

    Liaising with patients about treatment plans. - Overseeing clinic operations and staff duties. - Keeping medical professionals informed about healthcare administered at the clinic. - Managing the clinic's sales, budget, billing system, and inventory. - Ordering stock and supplies for the clinic. - Overseeing the purchasing, maintenance, and repair of clinic...

  • Korean Guest Service Coordinator

    1 day ago

    Kota Kinabalu, Malaysia Gaya Island Resort Full time

    **About us** We are customer-centric, engaging and fun. Our work environment includes: - Food provided - Growth opportunities Preferably with 1 year or more in Customer Service or Front Office experience. Able to converse in Korean and English. Able to carry out daily task of check in and check out, assigning rooms, and concierge. You will also be...

  • Front Office

    4 days ago

    Kota Kinabalu, Malaysia KK WATERFRONT HOTEL SDN BHD Full time

    Job Responsibilities: a) Answers phone calls courteously b) Guides guests and issues key card room c) Handles guest complaints d) Files documents e) Maintains schedules f) Responds to guest inquiries g) Check-in & check-out process h) Reservation Criteria: a) Excellent communication skills b) Proficiency in computer programs c) Planning and organizing...

  • Beautician - Damansara

    1 day ago

    Kota Damansara, Malaysia Nala Groups Full time

    Industry: Aesthetic Clinic Working Hours: 10am till 7pm (1 rest hour) Working Days: 6 working days (1 off day on weekdays that is arranged by the company) **Benefits**: - OT - Bonus - EPF AND SOSCO - High Commission - 13 days of Annual Leave - Sick Leave - Medical Benefit Job Responsibilities: - Assist doctor in all aesthetics and cosmetic...