Basic Info

Job Description

• Luxury Service Provision: Cultivate a luxurious guest experience through thoughtful, personalized, and genuine communication with each guest. Go “Above Beyond” what is expected, make a memory for that guest.
• Guest Inquiry Response: Efficiently address all inquiries from in-house and external guests via telephone, email, or chat, ensuring accuracy and promptness in your responses, providing more information than anticipated, providing that sense of personalized service and caring.
• Information Dissemination: Provide up-to-date and precise information on all resort events, promotions, and offerings, encompassing Hotel, Food & Beverage, Entertainment, Retail, Health & Wellness, and Convention services.
• Service Request Management: Receive and dispatch service requests promptly and efficiently, comprehending guest needs and delivering tailored solutions as needed.
• Hotel Reservations: Execute precise hotel reservation processes, ensuring comprehensive dissemination of information regarding packages, room categories, and pricing structures for all types of bookings, including but not limited to FIT, Wholesale, Groups, Government, and members of Royalty. Maintain and update reservation records, including changes and cancellations.
• Restaurant Reservations: Coordinate reservations for both individual guests and large parties across 13 high-end and fine dining establishments, including those partnered with celebrity chefs.
• Transportation Reservations: Assist in arranging arrival and departure transportation based on guests’ needs.
• Spa Reservations: Coordinate spa reservations for in-house guests.
• Entertainment Reservations: Reserve tickets for the entertainment venues within the hotel.
• First Call Resolution: Ensure first call resolution by addressing all inquiries and complaints professionally and courteously, utilizing logical reasoning and departmental empowerment tools.
• Emergency Handling: Manage emergencies in strict adherence to departmental and hotel protocols, ensuring immediate guest assistance is provided and communicated.
• Performance Metrics: Strive to meet and exceed individual and team Key Performance Indicators (KPIs) as established by management.
• Confidentiality and Guest Privacy: Always adhere to the company policies on confidentiality and guest privacy.
• Additional Responsibilities: Undertake additional duties as assigned by management.

Job Requirements

• Excellent communication skills, both verbal and written, with excellent telephone and email etiquette.
• Proficient in English; multilingual is strongly preferred (Mandarin, Cantonese, Japanese, or Korean).
• Detail in work, ensuring accuracy in information provided and recorded during guest interactions

• Ability to handle multiple tasks simultaneously while maintaining guest service levels and expectations

   

  Preferred Requirements:

• Minimum 2 years of experience within the hospitality industry (Hotel, Airline, or Restaurant) in a guest-facing or call center role is an advantage.
• The ability to think quickly and resolve issues efficiently and creatively
• Flexible and able to handle various inquiries and adapt to changing situations.
• University or College Degree in Hotel or Business Administration

Additional Information

Work Location: Kuala Lumpur, Malaysia (G Tower Office)

Working Hours: 5 days a week / 8 hours per day (9:00 AM – 6:00 PM)

Employee benefits