All Accor

Global hotel management, franchising, loyalty program

Guest Service Agent

Hotel Guest ServicesUpdated on Nov 11

Full-timeKuala Lumpur, Federal Territory of Kuala Lumpur, MalaysiaNo salary listedIn-person

About the Job

Responsibilities

Assist guests with check-in and checkout, as well as other cashiering duties.
Review arrival lists, prepare compendiums before guests’ arrival, and check guests into the system when necessary.
Welcome guests on arrival, register them, and issue room keys according to departmental standards and procedures.
Ensure members consistently receive all benefits and that repeat guests and other VIPs receive special recognition and service; prepare and send welcome cards and amenities to rooms before guest arrival.
Liaise closely with relevant departments to ensure guests’ requests and needs are met.
Update and maintain the repeat guest history system.
Promote inter-hotel sales and in-house facilities according to departmental standards to maximize revenue.
Handle guests’ complaints and comments tactfully and efficiently.
Handle guests’ mail and messages, and answer phone calls.
Maintain guest privacy and confidentiality by ensuring that no guest details are disclosed.
Monitor in-house credit matters and act upon discrepancies.
Alert Security or the Duty Manager to suspicious-looking persons or articles.

Job Description

Front Office Operation

Assist guests with check in and checkout, as well as other cashiering duties
Review arrival lists and prepare compendiums prior to guests’ arrival and check-into system if necessary
Welcome guests on arrival, register and issue room keys according to departmental standards and procedures
Ensure that members consistently receive all benefits,and repeat guests and other VIP’s receive special recognition and service. Prepare and send welcome cards and amenities to room prior to guest arrival
Liaise closely with other relevant departments to ensure that guests requests and needs are met
Update and maintain repeat guest history system
Promote Inter-Hotel sales and in-house facilities according to departmental standards to maximize revenue
Handle guests’ complaints and comments tactfully and efficiently
Handling guests’ mails, messages, and answering of phone calls
Maintain the privacy and confidentiality of all guests by ensuring that no details of the guests are disclosed
Be vigilant in regard to in-house credit matters and act upon any discrepancies
Alert Security or Duty Manager of suspicious looking person(s) / articles

Qualifications

Additional Information

Key Goal:
Deliver good service

About the Company

All Accor

Global hotel management, franchising, loyalty program

Accor is a global hospitality group with a wide range of hotel brands spanning economy to luxury. It earns revenue from room bookings, food and beverage services, and management fees from franchised properties, while providing hotel management and franchising services to partners. The company runs a loyalty program, A Club, to keep guests returning, and expands its capabilities through acquisitions like Adoria and a stake in Squarebreak to broaden its offerings. Its goal is to grow its footprint and deliver consistent, responsible guest experiences worldwide by leveraging global expertise and local know‑how, with a strong focus on sustainability.

Company size: 10,001+
Company stage: IPO
Headquarters: Issy-les-Moulineaux, France
Founded: 1967

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