Guest Service Agent

Radisson Hotel Brunei Darussalam

Job Description

At Radisson Hotel Brunei Darussalam, we believe that every moment matters. As a Guest Service Agent, you will be the first point of contact for our guests, creating a warm and welcoming atmosphere from arrival to departure.

You will play an essential role in delivering exceptional guest experiences by ensuring smooth check-ins and check-outs, responding to guest enquiries, and providing personalised service that reflects our "Yes I Can!" service philosophy.

Key Responsibilities

• Welcome guests with a warm, friendly, and professional attitude, ensuring a positive first impression.
• Handle guest check-ins and check-outs efficiently, accurately, and in accordance with hotel standards.
• Manage room reservations, room assignments, guest registrations, and payment transactions.
• Respond promptly and professionally to guest enquiries, requests, and complaints, ensuring appropriate follow-up and resolution.
• Provide accurate information about hotel facilities, services, promotions, and local attractions.
• Coordinate closely with Housekeeping, Engineering, Food & Beverage, and other departments to ensure seamless guest experiences.
• Maintain accurate guest records, update the Property Management System (PMS), and ensure guest information remains confidential.
• Handle telephone calls, emails, and other guest communications professionally.
• Promote hotel facilities and services through effective upselling techniques.
• Ensure the Front Desk and lobby areas are clean, organised, and presentable at all times.
• Follow hotel policies and procedures relating to cash handling, safety, security, and guest privacy.
• Support other Front Office operations and perform additional duties as assigned by management.

Qualifications

• Good command of spoken and written English and Malay.
• Ability to communicate in Mandarin Chinese is an added advantage.
• Excellent communication, interpersonal, and problem-solving skills.
• Friendly, approachable, and confident when interacting with guests from diverse backgrounds.
• Strong organisational skills with the ability to multitask in a fast-paced environment.
• Basic computer literacy; experience with hotel Property Management Systems is an advantage.
• Well-groomed, professional, and committed to delivering excellent guest service.
• Willingness to work rotating shifts, including weekends, evenings, and public holidays.