Guest Service Representative

3 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia LYF Chinatown Kuala Lumpur Full time

Job Description:

  • Report directly to the Front Office Manager / Duty Manager on all matters relating to guest occupancy status, cashiering and guest information services.
  • Daily interact with concierge and security colleagues to ensure efficient handling of resident baggage and general safety in the building.
  • Interact with all guests on all matters relating to rooming, cashiering and guest information services.
  • Ensure that all guest information is complete upon arrival, including name, address and method of payment.
  • Validate method of payment upon guest's arrival and departure, and ensure all charges are appropriately posted.
  • Be responsible for ensuring a comfortable and memorable stay for guests, gather feedback, update guest's details and facilitate arrival and departure formalities for both VIP and other guests.
  • Cooperate, coordinate, and communicate with Housekeeping to achieve a high standard of guest services.
  • Act as the main point of contact to assist Duty Manager/FOM to handle, follow-up and coordinate between departments to solve guest complaints and emergencies during the night shift.
  • Interact with Guest Service Officer and concierge in matters relating to guest transfers.
  • Coordinate with Accounting Department with regards to Accounting policies.
  • Implement daily jobs in line with SOP and established standards.
  • Familiarize with the established policies and procedures of the Hotel and the Front Office Manual.
  • Familiarize with emergency procedures e.g. fire, security, police and accidents etc.
  • Familiarize with all types of vouchers and the procedures concerning the front desk.
  • Adhere to the operating policies and procedures regarding the use of guest in-room safe deposit boxes.
  • Comply with the key Card System procedures and ensure that guest's name is verified when a second Key Card is required or when a replacement of a new key card is needed after it has been misplaced by a resident.
  • Be responsible for Telephone Operator Tasks. Answer the telephone promptly and courteously and follow telephone etiquette in line with established standards.
  • Answer guest inquiries and assist them with their service needs and requests.
  • Always greet guests in a friendly and courteous manner and attempt to learn and use guests' names at every opportunity. This is of utmost importance in the goal of providing personalized service.
  • Attend regular departmental meetings and training.
  • Familiarize with night audit procedure and perform night shift duty as instructed by Duty Manager.
  • Keep abreast with reference to all promotions and events taking place in and out of the hotel, for example, food fairs, conventions, and art exhibitions.

Requirements:

  • Required language(s): English and Bahasa Malaysia.
  • At least 1-3 years of working experience in the related field is required for this position.

Job Type: Full-time

Pay: RM2, RM2,500.00 per month

Benefits:

  • Health insurance
  • Meal allowance
  • Opportunities for promotion

Work Location: In person

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