Guest Services Center Agent

2 weeks ago

Kuala Lumpur, Malaysia Mandarin Oriental Hotel Group Full time

**Position**: GUEST SERVICES CENTER AGENT - RESERVATIONS (Full time #535640)

**Property / Office**: Mandarin Oriental, Kuala Lumpur

**Location**: Kuala Lumpur, Malaysia

The Guest Services Center Agent will report to the Guest Services Center Manager and forms part of the Front Office team who collectively deliver exceptional guest experiences. Delivering Mandarin Oriental Hotel Groups’ mission to delight and inspire our fans at every opportunity.

**The Role of the Guest Services Center Agent**- Maximize room sales and revenue for the hotel through efficient turn-around time and prioritizing up-selling.
- Prioritizing the quality of reservations, responding to all reservation sales inquiries through professionally written and spoken communications which, includes but not limited to anticipating clients’ requirements.
- High level of accuracy in daily reservations, monitoring cancel or changes in reservations and making sure relevant information correct and up to date for relevant departments.
- Check arrival guests or groups of 3-5 daily, making sure the guest information, requirements and price information is correct.
- Maintain and update guests’ information by reservation procedures.
- Show complete product knowledge, remain up to date with all the promotions in and around the hotel and follow established procedures to process all room reservations, rates, confirmations, hotel facilities, etc.
- Must have a complete understanding of and adhere to the hotel’s team member rules and regulations.
- 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.

***

**Preferred Qualifications And Skills**
- A team member with an outstanding sales attitude. Never losing any sales opportunity in the hotel.
- Creative thinker who, always looks for different ways to improve and increase productivity and sales conversion.
- Possess a passion to serve by delivering outstanding service in every customer interaction.
- Assertiveness to handle challenging conversations.
- Team player, operating with a sense of urgency and discipline.
- Good interpersonal and communication skills
- Strong computer skills and ideally experience with Property Management System (PMS).
- Excellent command of written and spoken in English with strong customer centric mindset. Command of other languages both spoken and written is an added advantage and will be considered in the renumeration package. Most sort after (but not limited to) languages will be Chinese, Japanese, Russian and Arabic.
- Willing to work shift duties.
- Ideally, a Diploma holder with minimum 1-year in Reservations, Customer Relations, or a similar field.

Learn more about what it is like to work at Mandarin Oriental Hotel Group, visit us:
**_Malaysia work authorization is required for this position._**

**Advertised**: 04 Jul 2023 Singapore Standard Time
**Applications close**: 01 Sep 2023 Singapore Standard Time

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