Guest Services Agent

3 weeks ago

Kuala Lumpur, Malaysia Mandarin Oriental Hotel Group Full time

**Position**: GUEST SERVICES AGENT (Full time #537346)

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

**Location**: Kuala Lumpur, Malaysia

**Summary**
The Guest Services Agent will meet and exceed guest expectations by providing efficient and courteous Front Desk service in accordance with Legendary Quality Experiences. Responsible to meet and greet guests at the Front Desk to perform check-in, check-out, and provide any other assistance, to escort guests to their rooms and assigning of rooms according to guest preferences and ensuring consistency in service delivery in order to enhance guest experiences through LQE.

**The Role of the Guest Services Agent**

**Responsibilities**:

- Provides quality service with co-workers, to guest’s by responding to their requests

promptly, efficiently and courteously during check-in, check-out and throughout their stay
- Arrange fulfillment of guest services by working with Concierge, Guest Relations

Officer, Housekeeping, Reservations and Room Service respectively
- Handles arriving guests’ incoming correspondence (facsimile, messages, mail, flowers, parcels etc.)
- Adheres to hotel policies strictly regarding the use of cash banks
- Checks cash float, beginning and end of each shift ensuring at all times that the amounts are accounted for and to report any discrepancies
- Checks and ensure all guest’s bills are charged correctly and posted into the respective folios accurately
- Establishes a good working knowledge of the Accounts department so as to facilitate

guests and Management requests for historical data upon guest queries
- Continuously strive to meet Front Office objectives, i.e. up-selling, express check-out, guest history preferences etc.
- Well versed in Property Management System with the most up-to-date functionality
- Ensures grooming standards on punctuality, uniforms and personal hygiene are a priority
- Follows up guest comments to establish solutions appropriate to problems highlighted and to take ownership of their work and follow ups
- Attends meetings pertaining to Front Desk operations and remain up-to-date with new innovations

**Job Requirement**
- Minimum SPM qualifications, preferably credits in English and Bahasa Malaysia
- Graduate of Hotel School would be an added advantage
- Previous working experience in hospitality or tourism related industry, preferably in Front Office operations but not essential
- Basic knowledge of Par Springer Miller System (PSMS) and computer literate
- Willing to work shift duties
- Able to communicate well with both colleagues and guests
- Outgoing personality with a friendly approach

**Advertised**: 22 Nov 2023 Singapore Standard Time
**Applications close**: 05 Jan 2024 Singapore Standard Time

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