Guest Services Agent

Company Description
At Accor, we believe that hospitality is a work of heart. We understand the ways in which individual passion for our work and a shared sense of accomplishment create a more rewarding experience for our guests. We foster this culture through a diverse and inclusive workplace that values the contribution of each and every member of our team. We are committed to taking positive action in terms of business ethics and integrity, responsible tourism, sustainable development, community outreach, and diversity and inclusion. With an expansive portfolio of iconic hotels and brands, Accor offers boundless opportunities for career advancement and professional development across the globe.

Join a team where you can be all you are, grow and create your path, work with purpose, and enjoy and feel valued.

This is a high-impact role with growth opportunities for an ambitious applicant. Make it your next move.

Job Description
We are seeking an enthusiastic and customer-focused Guest Services Agent to join our team in Kuala Lumpur, Malaysia. As a Guest Services Agent, you will be the first point of contact for our guests, ensuring their stay is comfortable, enjoyable, and memorable from check-in to check-out.

• Provide a warm welcome and efficient check-in/check-out process for guests
• Answer guest inquiries and address their needs promptly and courteously
• Process reservations, room assignments, and guest requests accurately
• Handle telephone calls and emails professionally, redirecting or assisting as needed
• Maintain up-to-date knowledge of hotel services, local attractions, and events in Kuala Lumpur
• Collaborate with other departments to ensure guest satisfaction and resolve any issues
• Manage and update guest accounts, including billing and payments
• Assist with concierge services, such as arranging transportation or making restaurant reservations
• Ensure the lobby and front desk areas are clean, organized, and presentable at all times
• Handle emergency situations calmly and efficiently, following hotel protocols
• Maintain guest confidentiality and adhere to data protection policies
• Positions are open for Malaysians & Permanent Resident only

Qualifications

• Excellent verbal and written communication skills in English
• Previous experience in customer service, preferably in the hospitality industry
• Proficiency in using Property Management Systems (PMS) and Microsoft Office applications
• Strong interpersonal and problem-solving abilities
• Highly responsible, reliable, and detail-oriented
• Ability to work well under pressure in a fast-paced environment
• Excellent teamwork skills and ability to collaborate effectively with other departments
• Flexibility to work various shifts, including weekends and holidays
• Ability to remain calm, courteous, and focused on guest needs at all times
• Knowledge of local attractions and services in Kuala Lumpur
• High school diploma or equivalent; hospitality-related degree is an advantage
• Fresh Graduates are welcome to apply

Additional Information

Join us at Accor, where
life pulses
with
passion
As a pioneer in the art of responsible hospitality, the Accor Group gathers more than 45 brands, 5,600 hotels, 10,000 restaurants, and lifestyle destinations in 110 countries. While each brand has its own personality, where you will be able to truly find yourself, they all share a common ambition: to keep innovating and challenging the status-quo.

By joining us, you will become a Heartist, because hospitality is, first and foremost, a work of heart.

You will join a caring environment and a team where you can be all you are. You will be in a supportive place to grow, to fulfil yourself, to discover other professions and to pursue career opportunities, in your hotel or in other hospitality environments, in your country or anywhere in the world

You will enjoy exclusive benefits, specific to the sector and beyond, as well as strong recognition for your daily commitment.

Everything you will do with us, regardless of your profession, will offer a deep sense of meaning, to create lasting, memorable and impactful experiences for your customers, for your colleagues and for the planet.

Hospitality
is
a
work
of
heart
,
Join
us and
become
a
Heartist
.