Guest Services Agent

2 days ago

Kuala Lumpur, Malaysia Conservatorium Hotel Full time

Guest Services Agent-
- JR-01266RoomsFull timePermanentMandarin Oriental, Kuala Lumpur- **Daily Duties**- Responsible for maintaining the Legendary Quality Experience - LQE
- To meet and greet guests upon arrival at the Main lobby
- To ensure all rooms assigned for arrivals are ready prior to guest’s arrival
- Ensure all bills for Mandarin Oriental Club floor guests are updated and correctly posted prior to guests’ departure
- Provide quality service, with colleagues as well as guests by responding to their requests promptly, efficient and courteous manner during check-in and check-out and during their stay
- Adhere to hotel policies strictly regarding the use of cash banks
- Check cash float at the beginning and the end of every shift ensuring at all times that the amount are correct
- Check and ensure that all guest’s bills are charged and posted to the correct folio and accurately
- Communicate clearly with Guest Services Agents, Housekeeping, Room Service, Duty Manager and Accounts Department so as to keep queries minimum
- Establish a good working knowledge of the account department so as to facilitate guest and management requests for historical data
- Ensure that all filing are done correctly and up to date at all times
- To liaise closely with Concierge on luggage and transfers arrangement for those due to depart early morning
- Continuously strive to meet Front Office objectives, i.e. up selling, express checkout, guest history preferences, restaurant reservations etc.
- Always upkeep and maintain work station in clean and tidy manner at all times
- Escort all VIP, Top and Tip Top guests to rooms
- Soliciting with guests in the lobby to obtain any feedback from guests and inform management accordingly
- Perform any other duties as required by the department head from time to time
- Must be well versed with Food and Beverage services/knowledge
- Commitment to the standards of the IMS system in Health, Safety, Quality and Environmental protection
- Participate in the effective implementation of the IMS policy and procedures
- Attend training on IMS system Follow through in achieving OTPs
- Identify areas of improvement through CPAR or suggestions
- Participating in identification of new activities that are in relation to EASI and HIRA
- Play an effective role as a FHLSS committee member, if nominated

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