Job Description - Guest Service Agent (HOT0B99N)
Job Number:HOT0B99N
Work LocationsDoubleTree by Hilton Hotel Kuala Lumpur, The Intermark, 348 Jalan Tun Razak, Kuala Lumpur 50400
The Guest Service Agent greets and registers guests, providing prompt and courteous service.
He/she checks guests in and out, resolving guest challenges throughout their stay in our hotel.
This role upgrades guests as required and promotes the hotel's services.
What will I be doing?
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, confirm the room number and rates with a written confirmation.
Promote and administer Hilton marketing programs such as Hilton Honors for arriving guests.
Ensure rooms and services are correctly accounted for within guests' statements.
Assist guests with check-out payments or charges, accepting and recording vouchers, credits, traveler's checks, and other forms of payment.
Greet customers immediately with a friendly and sincere welcome.
Receive special requests from guests and respond appropriately.
Promptly answer telephone and email inquiries.
Record guests' complaints, conducting thorough research to develop effective solutions.
Remain calm and alert especially during emergency situations and heavy hotel activity.
Actively take part in training where and when required.
Ensure that VIP guests are treated personally and recognized as individuals.
Maintain the efficiency of departure by checking all guests' folios to ensure accuracy of charges.
Upsell rooms to higher room and rate categories.
Carry out any other reasonable duties and responsibilities as assigned.
What are we looking for?
Able to perform moderately complex mathematical calculations without error.
Able to read, listen and communicate effectively in English & Bahasa Malaysia.
Able to access and accurately input information using a moderately complex computer system.
Good interpersonal skills to provide overall guest satisfaction.
1 or 2 years of related working experience preferred.
Schedule:Full-time
Brand:DoubleTree by Hilton
Job:Guest Services, Operations, and Front Office#J-18808-Ljbffr