Job Description

Summary

The 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 Agent

Job 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

• 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