Guest Service Agent

3 weeks ago

Kuala Lumpur, Malaysia Shangri-La Hotels Full time

Traders cater to savvy, passionate travelers who appreciate smart functionality and getting things done. Guests enjoy a blend of thoughtful simplicity with the warmth of Asian hospitality. No matter the purpose of the trip - work, rest, or play, each Traders offers a thoughtfully designed environment enabling guests to be focused on what really matters.

Located at the heart of the Kuala Lumpur City Center, Traders Hotel by Shangri-La is looking for a dynamic, and multi-skilled talent in delivering our Asian hospitality.

**As Guest Service Agent (Service Centre) we rely on you**:
Handles all incoming/outgoing telephone calls and guests requests courteously and efficiently.
Knows all the Emergency Procedures of the hotel and how to handle them.
Accurately records all requests for wake-up called and ensure they are handled correctly.
Knows the hotel and all its facilities, the department and section heads, the responsibilities of each department, the office extension numbers and its respective operation hours.
Coordinates guests’ requests in a timely manner using Federal Computing System 1 (FCS1) and ensuring no delays in delivering guest requests to maintain guest satisfaction.
Assist with reservations after Reservations Department is closed.
Provides guests with any information pertaining to the hotel or the local tourist spots.
Handles all enquiries and guest orders for In Room Dining. Ensuring that the food is delivered within the time and guest satisfaction is achieved.

**Requirements**:
Strong phone and verbal communication skills along with active listening skills.
Familiarity with the Property Management System (OPERA) and Federal Compuing System (FCS) will be an advantage.
Customer-oriented and adaptability to different guests' personality types.
Ability to multi-task, set priorities and manage time effectively.
Minimum of 1 year as guest service personnel in a service industry.
Willing to work in shift.
Open to fresh graduate.
Due to work permit restrictions, only citizens of Malaysia and Permanent Residents of Malaysia shall be considered.

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