Guest Service Agent

4 hours ago

George Town, Penang, Malaysia PLENITUDE IPOH SDN. BHD. Full time 20,000 - 25,000 per year

JOB SUMMARY

Guest Service Agent is the first point of contact for hotel guests, responsible for providing exceptional customer service, managing reservations, handling guest inquiries, and ensuring a smooth check-in and check-out process. This role requires strong communication skills, problem-solving abilities, and a welcoming attitude to enhance guest satisfaction.

JOB RESPONSIBILITIES

Guest Relations & Customer Service

  • Greet guests warmly upon arrival and ensure a seamless check-in and check-out experience.
  • Provide guests with information about hotel services, amenities, and local attractions.
  • Address guest concerns, requests, and complaints promptly and professionally.
  • Assist VIP guests and handle special accommodations.

Front Desk Operations

  • Manage guest reservations, modifications, and cancellations.
  • Process guest payments, issue room keys, and maintain accurate records.
  • Coordinate with housekeeping and maintenance to ensure room readiness.
  • Ensure compliance with hotel policies and security procedures.

Sales & Upselling

  • Promote hotel services, special packages, and room upgrades to guests.
  • Provide recommendations on dining, spa, and tour services to enhance the guest experience.

Administrative Tasks

  • Maintain accurate guest records using hotel property management systems (PMS) like Opera or Fidelio.
  • Prepare reports on guest feedback, occupancy rates, and service requests.
  • Handle phone calls, emails, and other communication channels efficiently.

Perform any other ad-hoc matters assigned by superior and/or the management.

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