Guest Service Agent at InterContinent… · Malaysia

A Guest Service Agent in a luxury lifestyle hotel is responsible for delivering a seamless and personalized guest experience throughout check-in, stay, and check-out. This role handles reservations, room assignments, guest inquiries, and special requests while ensuring accuracy and efficiency. The agent provides warm, professional service, resolves guest concerns promptly, and coordinates with other departments to meet guest needs. Strong communication, attention to detail, and a guest-first mindset are essential to uphold the hotel’s luxury standards.

Guest Service Agent

Welcome to the Kimpton Naluria Kuala Lumpur family. Now that you are part of our family, let’s explain the role you will play.

Our mission is to be the best loved Boutique Hotel & Restaurant Company so regardless of position we look for individuals to join our family who are passionate about providing genuine heartfelt care for our guests, colleagues, owners and communities.

WHAT WILL I ACTUALLY BE DOING?

You have already told us that you are driven and detailed by nature and that you love everything to be just right, which means you will feel perfectly at home in this team.

Regarding the role, it’s as the job title says really, embodies our bold, passionate, and innovative spirit, ensuring we deliver exceptional, guest-centric service. This role ensures seamless daily operations, fosters a culture of warmth and inclusiveness, and upholds Kimpton’s commitment to creating unique, tailored experiences for every guest.

Part of the role is physical, and you will be on your feet some of the day, so fitness will be key for you, although reasonable adjustments will be made where we can. There’s a lot of people around in the hotel, so you will need to be able to communicate well with everyone. We would love it if you were multi-lingual, but it’s not essential.

You will ensure seamless guest experiences by delivering exceptional service and maintaining the highest standards of luxury hospitality. This role involves handling guest inquiries and concerns and ensuring smooth check-in/check-out processes while upholding the hotel’s reputation for excellence.

Guest Service Excellence

Handles Check-In and Check-Out by greeting guests warmly, process registrations, assign rooms, and handle departures with efficiency and attention to detail (e.g., verifying billing accuracy, fulfilling special requests). Support Concierge duties with assistance on reservations for dining, transportation, local attractions, and spa services, leveraging knowledge of hotel amenities and the surrounding area. Problem Resolution is also important to address guest complaints or concerns promptly and professionally, escalating issues when necessary.

Operational Tasks

When it comes to Reservations & Billing, we must be able to manage room bookings, process payments (cash, credit, or other methods), and reconcile daily transactions. Equally important is Communication by liaise with housekeeping, maintenance, and other departments to ensure room readiness and resolve guest needs (e.g., maintenance requests, late check-outs). Of course, Safety & Compliance by following key control policies, emergency procedures (e.g., fire evacuation), and protocols for guest safety.

Administrative & Team Collaboration

Maintaining logbook & reporting with document guest interactions, incidents, and shift handovers in the front desk logbook. To attend service training and uphold Kimpton’s service standards (e.g., eye contact, using guest surnames) and assist in training new team members.

Luxury Standards & Brand Compliance

Maintain an immaculate presentation of the lobby and front desk area. Ensure compliance with the hotel’s luxury service standards (e.g., Forbes, AAA, Leading Hotels of the World). Participate in creating memorable guest experiences (e.g., surprise upgrades, personalized amenities).

WHAT WE’RE LOOKING FOR

A focused individual with passion, personality, individuality, integrity, creativity, drive for continuous improvement and delivering outstanding guest service Someone who has worked in Front Office Department and proficient with Opera System for at least 5 years.

WHAT WE NEED FROM YOU

Diploma /higher education qualification/equivalent in Hospitality specialisation or related field

One to two years of experience in a hospitality experience, or an equivalent combination of education and work experience in similar role. Ability to work varied shifts, including weekends/holidays.

Must speak local language. Other languages preferred.