Guest Service Agent

2 weeks ago

Kuala Lumpur, Malaysia Lloyd's Inn Kuala Lumpur Full time

Front Office Receptionist is responsible for providing a welcoming and efficient experience for guests from the moment they arrive at the hotel. The job description may include the following duties and responsibilities:
**1. Guest Services**:

- Welcome guests as they arrive at the hotel.
- Check guests in and out, ensuring a smooth process.
- Provide information about hotel services, facilities, and policies.

**2. Reservation Management**:

- Handle guest reservations, including check-ins, check-outs, and modifications.
- Confirm room availability and assign rooms to guests.

**3. Customer Assistance**:

- Address guest inquiries, requests, and concerns promptly and professionally.
- Provide directions and information about local attractions and services.

**4. Payment Handling**:

- Process guest payments and maintain accurate billing information.
- Handle cash, credit card transactions, and maintain a balanced cash drawer.

**5. Telephone Operations**:

- Answer phone calls, take messages, and provide information to callers.
- Handle guest requests and room service orders via phone.

**6. Front Desk Operations**:

- Keep the front desk area clean and organized.

**7. Concierge Services**:

- Assist guests with restaurant reservations, transportation arrangements, and other concierge services.
- Provide recommendations for local attractions, dining, and entertainment.

**8. Guest Relations**:

- Build positive relationships with guests to enhance their overall experience.
- Handle guest feedback and resolve any issues or complaints.

**9. Security and Safety**:

- Monitor the lobby and entrance area for security purposes.
- Follow hotel safety and security protocols.

**10. Collaborate with Other Departments**:

- Coordinate with housekeeping, maintenance, and other hotel departments to ensure guest needs are met.

**11. Shift Handovers**:

- Provide detailed shift reports and updates to the next receptionist on duty.

**12. Technology Proficiency**:

- Use hotel management software for check-ins, check-outs, and reservation management.
- Operate office equipment such as phones, computers, and key card systems.

**Qualifications**:

- High school diploma or equivalent; additional education in hospitality or related field is a plus.
- Previous experience in a hotel or hospitality industry preferred.
- Strong customer service and communication skills.
- Ability to handle stressful situations and resolve conflicts.
- Knowledge of hotel operations and local attractions.
- Familiarity with hotel management software is advantageous.

**Working Conditions**:

- Front office receptionists in hotels may work in shifts, including evenings, weekends, and holidays, to ensure 24/7 coverage at the front desk.

**Job Types**: Full-time, Permanent, Fresh graduate

Pay: RM1,800.00 - RM2,500.00 per month

**Benefits**:

- Health insurance
- Opportunities for promotion
- Professional development

Schedule:

- Afternoon shift
- Day shift
- Evening shift
- Holidays
- Night shift
- Rotational shift
- Weekend jobs

Supplemental Pay:

- Overtime pay
- Performance bonus

Work Location: In person

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