Sofitel Damansara Kuala Lumpur Hiring! Full Time Guest Service Agent in Federal Territory - Ricebowl

Job Summary

The Guest Service Agent is responsible for providing professional and friendly service to guests throughout their stay. The role handles guest check-in and check-out procedures, reservations, cashiering, and guest enquiries while ensuring a smooth and memorable experience in accordance with hotel standards and brand expectations.

The Guest Service Agent serves as the first point of contact for guests and plays an important role in delivering exceptional hospitality and maintaining guest satisfaction.

Key Responsibilities

• Welcome guests warmly and assist with check-in and check-out procedures efficiently.
• Ensure all guest information, billing instructions, and payment methods are accurately updated in the system.
• Handle room reservations, amendments, cancellations, and special requests.
• Respond promptly and professionally to guest enquiries, requests, and complaints.
• Provide information regarding hotel facilities, services, promotions, and local attractions.
• Coordinate with Housekeeping, Concierge, Engineering, and other departments to ensure smooth guest experiences.
• Process cashiering transactions, including room charges, foreign currency exchange, and payment settlements.
• Maintain accurate records and ensure all reports and documentation are completed properly.
• Upsell hotel rooms, dining outlets, and hotel services whenever possible.
• Ensure the Front Office counter and lobby areas are neat and professional at all times.
• Follow hotel policies, SOPs, and brand service standards.
• Handle VIP arrivals, group check-ins, and special arrangements professionally.
• Ensure guest confidentiality and data privacy are maintained at all times.

Requirements & Qualifications

• Diploma or Certificate in Hospitality Management or related field is preferred.
• Minimum 1–2 years of Front Office or customer service experience, preferably in hospitality.
• Fresh graduates with positive attitude and willingness to learn are encouraged to apply.
• Good communication and interpersonal skills.
• Ability to work rotating shifts, weekends, and public holidays.
• Basic computer knowledge and familiarity with hotel systems such as Opera is an advantage.
• Fluent in English; additional languages are an added advantage.

Benefits:

• Dental insurance
• Meal provided
• Opportunities for promotion
• Professional development

Work Location: In person