Guest Service Agent (Service Centre)
Job Description
Traders cater to savvy, passionate travelers who appreciate smart functionality and getting things done. Guests enjoy a blend of thoughtful simplicity with the warmth of Asian hospitality. No matter the purpose of the trip – work, rest, or play, each Traders offers a thoughtfully designed environment enabling guests to be focused on what really matters.
Located at the heart of the Kuala Lumpur city center, Traders Hotel by Shangri-La is looking for a dynamic, and multi-skilled talent in delivering our Asian hospitality.
Department : Front Office / Guest Services
Reports To : Assistant Front Office Manager
Job Summary
The Guest Service Agent (Service Centre) ensure excellent guest experiences by handling calls and requests, coordinating services efficiently, and providing accurate information to guests. This role responsible as the primary contact for guests, ensuring satisfaction through timely and attentive service.
Key Responsibilities
- Handle all incoming and outgoing telephone calls and guest requests courteously and efficiently.
- Knowledgeable on the hotel’s emergency procedures and respond appropriately.
- Accurately record and manage wake-up calls to ensure proper fulfillment.
- Assist with reservations after the Reservations Department closes.
- Provide guests with information about the hotel and local tourist attractions.
- Handle inquiries and orders for In-Room Dining, ensuring timely delivery and guest satisfaction.
Qualifications
- Diploma in Tourism/ Hospitality/ Hotel Management.
- Proficient in oral and written English and Malay.
- Strong interpersonal, communication, and problem-solving skills.
- Familiarity with using hotel property Management Systems (PMS) OPERA will be an added advantage.
Due to work permit restrictions, only citizens of Malaysia and Permanent Residents of Malaysia shall be considered.