Guest Service Agent

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. As the Guest Service Agent, you will be responsible for performing the following tasks to the highest standards. Greet guests with a warm and welcoming attitude upon arrival and throughout their stay. Perform check-in, check-out, and room assignment procedures in accordance with hotel standards. Handle guest inquiries, requests, and complaints promptly and professionally. Provide accurate information about hotel facilities, services, local attractions, and transportation. Upsell rooms to higher room and rate categories, ensuring maximum revenue generation from each guest . Manage reservations, cancellations, and modifications using the hotel’s Property Management System (PMS). Process payments and maintain accurate records of transactions and guest accounts. Balance cash drawers and prepare shift reports. Coordinate with housekeeping, bell desk, concierge, and other departments to fulfill guest requests. Communicate guest preferences and feedback to relevant departments to enhance the guest experience. Ensure proper handovers between shifts with clear documentation and communication. Uphold brand service standards and guest satisfaction scores. Ensure compliance with hotel policies, procedures, and security protocols. Maintain a polished, professional appearance and behavior at all times. A Guest Service Agent serving Hilton Brands is always working on behalf of our Guests and working with other Team members. Previous experience in a similar role in a hotel or customer service environment is an advantage. Familiarity with international hotel systems (e.g., Opera, Fidelio, OnQ or similar PMS) is highly desirable. Excellent verbal and written communication skills in English; Bahasa Malaysia, and additional languages are a plus. Strong interpersonal skills with a guest-oriented mindset. Ability to remain calm and courteous under pressure. Competency in basic computer applications and reservation systems. Attention to detail, accuracy, and organizational skills. Ability to work flexible hours, including nights, weekends, and holidays.