Guest Service Agent

2 weeks ago

Kuala Lumpur, Malaysia DoubleTree by Hilton Kuala Lumpur Full time

Provide food and beverage services to executive floor guests, assisting the Executive Floor GSA in the daily check in and check out as well as the executive floor lounge operation.
- Greet customers immediately with a friendly and sincere welcome, using a positive and clear speaking voice, listen to understand requests, respond with appropriate action and provide accurate information such on outlet hours, special VIP programs, events, etc.
- Promptly answer telephone calls, advise other team members of special guests’ needs and pass the information accordingly.
- Receive special requests from guests and respond appropriately or forward requests to appropriate team members for decisions and actions.
- 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.
- To assist the Executive Floor Guest Service Agents where and when required.
- Ensure that VIP guests who are to have their amenities replenished are done so according to convenient times for the guest.
- Ensure that rooms, hallways and back of house areas are free of dirty plates, cutlery and mess from the amenity items

**Job Type**: Permanent

**Salary**: RM2,300.00 - RM2,500.00 per month

**Benefits**:

- Health insurance
- Meal provided
- Opportunities for promotion
- Professional development

Schedule:

- Afternoon shift
- Early shift
- Evening shift
- Holidays
- Rotational shift
- Weekend jobs

Supplemental pay types:

- Overtime pay
- Performance bonus
- Yearly bonus

**Education**:

- STM/STPM (preferred)

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