Guest Service Agent

2 days ago

Kuala Lumpur, Malaysia Sofitel Kuala Lumpur Damansara Full time

**Job Summary**

As an Ambassador of Sofitel Kuala Lumpur Damansara, the Guest Service Agent delivers the brand’s hallmark of _“French Art de Vivre”_ by providing a personalized, seamless, and memorable arrival-to-departure experience. This role ensures that every guest receives warm hospitality, efficient service, and refined attention to detail that reflects Sofitel’s standards of luxury and elegance.

**Duties & Responsibilities**
- Extend a genuine, personalized welcome to all guests in line with Sofitel’s _“Cousu Main”_ service philosophy.
- Manage check-in, check-out, and room assignments with efficiency, accuracy, and discretion.
- Handle guest inquiries, requests, and complaints with professionalism, ensuring issues are resolved promptly and to the guest’s satisfaction.
- Anticipate guest needs and create unique, memorable experiences throughout their stay.
- Coordinate with Housekeeping, Concierge, and other departments to deliver seamless service.
- Maintain guest records and preferences in the Property Management System for future stays.
- Assist with VIP arrivals, long-stay guests, and special occasions by arranging personalized touches.
- Provide knowledgeable recommendations on hotel facilities, dining options, spa, and local attractions.
- Promote and upsell hotel services, packages, and Accor Live Limitless (ALL) membership.
- Ensure compliance with Sofitel grooming, etiquette, and service standards at all times.
- Uphold confidentiality, guest safety, and security protocols.

**Requirements**:

- Previous experience in front office, guest relations, or a similar customer-facing role in a luxury hotel preferred.
- Excellent communication skills in English (additional languages such as Malay, Mandarin, or French are an advantage).
- Immaculate personal presentation with a warm and engaging personality.
- Strong problem-solving and multitasking abilities.
- Flexibility to work shifts, weekends, and public holidays.
- Diploma/Degree in Hospitality or related field preferred.

**Key Competencies**
- Commitment to luxury service standards and guest satisfaction.
- Cultural sensitivity and ability to connect with international guests.
- Attention to detail with a proactive and solution-oriented approach.
- Team player with strong collaboration skills.
- Sales and upselling techniques to enhance guest experience.

**Benefits**:

- Dental insurance
- Health insurance
- Maternity leave
- Meal provided
- Opportunities for promotion
- Parental leave
- Professional development

Work Location: In person

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