Guest Service
Agent
style="font-size: 11pt; line-height: 115%;">Welcome to the Kimpton Naluria Kuala
Lumpur family.
Now that you are part of our family, let’
style="font-size: 11pt; line-height: 115%;">s explain the role you
will play.
style="font-size: 11pt; line-height: 115%;">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
style="font-size: 11pt; line-height: 115%;">passionate about providing genuine
heartfelt care for our guests,
style="font-size: 11pt; line-height: 115%;">colleagues, owners
and communities.
WHAT WILL I ACTUALLY BE DOING?
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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.
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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.
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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.
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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
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lang="EN-US" style="font-size: 11pt; line-height: 115%;">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.
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Luxury
Standards & Brand Compliance
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lang="EN-US" style="font-size: 11pt; line-height: 115%;">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).
style="font-size: 11pt; line-height: 115%;">WHAT WE’RE LOOKING
FOR
style="font-size: 11pt; line-height: 115%;">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
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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.
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Must speak local language. Other languages preferred.
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