Guest Service Agent

As the Guest Service Agent, you will be responsible for performing the following tasks to the highest standards:

· Complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rates.

· Make appropriate selection of rooms based on guests’ needs, code electronic keys, confirms the room number and rates with a written confirmation.

· Promote and administer Hilton marketing programs such as Hilton Honors for arriving guests, ensuring guests know the location of rooms containing room keys, tokens of our appreciation, gifts, etc., to guests.

· Ensure rooms and services are correctly accounted for within guests’ statements, properly stating services provided by the hotel.

· Assist guests with check-out payments or charges, accepting and recording vouchers, credits, traveller’s checks and other forms of payment, converting foreign currency at current posted rates.

· Greet customers immediately with a friendly and sincere welcome with a positive and clear speaking voice, listen and understand requests, respond with appropriate actions and provide accurate information such on outlet hours, special VIP programs, events, etc.

· Receive special requests from guests and respond appropriately or forward requests to appropriate team members for their decisions and actions.

· Promptly answer the telephone and email inquiries, inputting messages into the computer and advising other team members of special guests’ needs.

· Retrieve messages and communicate the content to guests, retrieving mail, packages and facsimiles or other special items for customers as requested.

· Record guests’ complaints, conducting thorough research to develop the most effective solution and negotiate results.

· Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, quality of dishes etc.

· Remain calm and alert especially during emergency situations and heavy hotel activity.

· Plan and implement detailed steps by using experienced judgment and discretion.

· Take on an active role in the team by being kind, cooperative, and helpful and never forgetting the person behind the guest.

· Actively take part in training where and when required, attending formal training sessions and on the job trainings to ensure standards and develop skills and abilities.

· Contribute to the hotel and team by sharing new ideas and suggestions for improvements, being innovative and creative to provide quality service and customer care to team members and guests.

· Take on an active role in the Executive Floor team, ensuring effective communication and working as a team in order to reach goals and targets.

· Create a warm and welcoming arrival for guests, ensuring that they feel expected and immediately “at-home” when they arrive.

· Check-in guests in accordance with their reservation details, ensuring that the registration cards are completed, reservation information confirmed, Hilton Honours and Frequent Flyer numbers enquired about, and method of payment is secured.

· Handle complaints promptly and efficiently, taking the necessary action, and informing the Duty Manager or Guest Relations Manager to follow-up where appropriate.

· Follow-up with all guests to ensure satisfaction with problem resolution.

· Maintain awareness of guests’ profile and specific preferences, ensuring that they are acted upon for each reservation.

· Ensure that VIP guests are treated personally and recognized as an individual.

· Liaise with Sales, Reservations and the Business Development teams to handle corporate guests.

· Promote Hilton Honours and its associated benefits to guests who are not already enrolled in the program, ensuring that existing Hilton Honours members receive personal and professional service that recognizes them as important guests and that their benefits are received.

· Ensure a prompt and efficient departure, by settling guests’ accounts as per billing and reservation instructions, ensuring that all guests’ folios are correct.

Job Type: Full-time

Pay: RM2,300.00 - RM2,500.00 per month

Benefits:

• Health insurance
• Meal provided
• Opportunities for promotion
• Parental leave
• Professional development

Schedule:

• Afternoon shift
• Day shift
• Early shift
• Evening shift
• Night shift

Supplemental Pay:

• Overtime pay
• Performance bonus
• Yearly bonus