Guest Services Agent

Mercure Hotels Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

Job Title : Guest Services Agent

Company : Mercure Hotels

Location : Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

Company Description

At Accor, we believe that hospitality is a work of heart. We understand the ways in which individual passion for our work and a shared sense of accomplishment create a more rewarding experience for our guests. We foster this culture through a diverse and inclusive workplace that values the contribution of each and every member of our team. We are committed to taking positive action in terms of business ethics and integrity, responsible tourism, sustainable development, community outreach, and diversity and inclusion. With an expansive portfolio of iconic hotels and brands, Accor offers boundless opportunities for career advancement and professional development across the globe.

Join a team where you can be all you are, grow and create your path, work with purpose, and enjoy and feel valued.

This is a high-impact role with growth opportunities for an ambitious applicant. Make it your next move.

Job Description

• Provide a warm welcome and efficient check-in / check-out process for guests
• Answer guest inquiries and address their needs promptly and courteously
• Process reservations, room assignments, and guest requests accurately
• Handle telephone calls and emails professionally, redirecting or assisting as needed
• Maintain up-to-date knowledge of hotel services, local attractions, and events in Kuala Lumpur
• Collaborate with other departments to ensure guest satisfaction and resolve any issues
• Manage and update guest accounts, including billing and payments
• Assist with concierge services, such as arranging transportation or making restaurant reservations
• Ensure the lobby and front desk areas are clean, organized, and presentable at all times
• Handle emergency situations calmly and efficiently, following hotel protocols
• Maintain guest confidentiality and adhere to data protection policies

Qualifications

Additional Information

Join us at Accor, where life pulses with passion! As a pioneer in the art of responsible hospitality, the Accor Group gathers more than 45 brands, 5,600 hotels, 10,000 restaurants, and lifestyle destinations in 110 countries. While each brand has its own personality, you will be able to truly find yourself, and share a common ambition : to keep innovating and challenging the status‑quo. By joining us, you will become a Heartist®, because hospitality is, first and foremost, a work of heart. You will join a caring environment and a team where you can be all you are; you will be in a supportive place to grow, to fulfil yourself, to discover other professions and to pursue career opportunities, in your hotel or in other hospitality environments, in your country or anywhere in the world! You will enjoy exclusive benefits, specific to the sector and beyond, as well as strong recognition for your daily commitment. Everything you will do with us, regardless of your profession, will offer a deep sense of meaning, to create lasting, memorable and impactful experiences for your customers, for your colleagues and for the planet.

Seniority Level

Entry level

Employment Type

Full-time

Job Function

Other

Industry

Hospitality

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