Guest Services Agent

1 day ago

Kuala Lumpur, Kuala Lumpur, Malaysia Conservatorium Hotel Full time 30,000 - 60,000 per year

Guest Services Agent

  • JR-01266

  • Rooms

  • Full time

  • Permanent

  • Mandarin Oriental, Kuala Lumpur

Daily Duties

  • Responsible for maintaining the Legendary Quality Experience – LQE
  • To meet and greet guests upon arrival at the Main lobby
  • To ensure all rooms assigned for arrivals are ready prior to guest's arrival
  • Ensure all bills for Mandarin Oriental Club floor guests are updated and correctly posted prior to guests' departure
  • Provide quality service, with colleagues as well as guests by responding to their requests promptly, efficient and courteous manner during check-in and check-out and during their stay
  • Adhere to hotel policies strictly regarding the use of cash banks
  • Check cash float at the beginning and the end of every shift ensuring at all times that the amount are correct
  • Check and ensure that all guest's bills are charged and posted to the correct folio and accurately
  • Communicate clearly with Guest Services Agents, Housekeeping, Room Service, Duty Manager and Accounts Department so as to keep queries minimum
  • Establish a good working knowledge of the account department so as to facilitate guest and management requests for historical data
  • Ensure that all filing are done correctly and up to date at all times
  • To liaise closely with Concierge on luggage and transfers arrangement for those due to depart early morning
  • Continuously strive to meet Front Office objectives, i.e. up selling, express checkout, guest history preferences, restaurant reservations etc.
  • Always upkeep and maintain work station in clean and tidy manner at all times
  • Escort all VIP, Top and Tip Top guests to rooms
  • Soliciting with guests in the lobby to obtain any feedback from guests and inform management accordingly
  • Perform any other duties as required by the department head from time to time
  • Must be well versed with Food and Beverage services/knowledge
  • Commitment to the standards of the IMS system in Health, Safety, Quality and Environmental protection
  • Participate in the effective implementation of the IMS policy and procedures
  • Attend training on IMS system Follow through in achieving OTPs
  • Identify areas of improvement through CPAR or suggestions
  • Participating in identification of new activities that are in relation to EASI and HIRA
  • Play an effective role as a FHLSS committee member, if nominated

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