GUEST SERVICES AGENT

Mandarin Oriental

Kuala Lumpur
Permanent
Full-time

1 month ago

SummaryThe Guest Services Agent will meet and exceed guest expectations by providing efficient and courteous Front Desk service in accordance with Legendary Quality Experiences.The Guest Services Agent will report to the Front Office Manager and forms part of the Front Office team who collectively deliver exceptional guest experiences.We are looking for individuals who have a good knowledge of guest services, a team player and enjoys to wow guests with outstanding service and hospitality.The Role of the Guest Services AgentJob Responsibilities:

Responsible to meet and greet guests at the Front Desk to perform check-in, check-out, and provide any other assistance, to escort guests to their rooms and assigning of rooms according to guest preferences and ensuring consistency in service delivery in order to enhance guest experiences through LQE.
Ensure effective implementation of the IMS policy and procedures
Ensure continuous training and awareness of the IMS system
Ensure OTPs are monitored and acted upon
Identify areas of improvement through CPAR or suggestions
Ensure operational compliance to legal regulations and other requirements

Job Requirement

Minimum SPM qualifications, preferably credits in English and Bahasa Malaysia
Graduate of Hotel School would be an added advantage
Previous working experience in hospitality or tourism related industry, preferably in Front Office operations but not essential
Basic knowledge of Par Springer Miller System (PSMS) and computer literate
Willing to work shift duties
Able to communicate well with both colleagues and guests
Outgoing personality with a friendly approach

Mandarin Oriental

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