Guest Service Agent / Rooms Controller cum Guest Relations
Full-time
Fresh/Entry Level
Kuala Lumpur, Federal Territory of...
1 week ago
The Rooms Controller cum Guest Relations Executive is responsible for managing room inventory, monitoring reservations, and optimizing room allocation while delivering exceptional guest service. This role bridges operations a...
The Rooms Controller cum Guest Relations Executive is responsible for managing room inventory, monitoring reservations, and optimizing room allocation while delivering exceptional guest service. This role bridges operations and guest relations to ensure both efficient hotel performance and memorable guest experiences.
Key Responsibilities:
1. Rooms Control / Inventory Management
- Monitor room availability, reservations, and room status on a daily basis.
- Ensure optimal room allocation to maximize occupancy and revenue.
- Coordinate with housekeeping, front office, and reservations to maintain accurate room inventory.
- Prepare daily, weekly, and monthly rooms reports, including forecast and occupancy analysis.
2. Guest Relations
- Welcome and assist VIP and walk-in guests.
- Respond to guest inquiries, requests, and complaints promptly and professionally.
- Coordinate special arrangements for guests (e.g., birthdays, anniversaries, VIP services).
- Maintain positive guest feedback and strive to exceed guest expectations.
3. Coordination & Communication
- Liaise with housekeeping, reservations, and concierge to ensure smooth operations.
- Communicate any room status changes, maintenance issues, or guest requests to relevant departments.
- Assist in training and guiding junior front office and guest relations staff.
4. Reporting & Analysis
- Maintain accurate daily room inventory and revenue reports.
- Provide insights on occupancy trends and suggest strategies to optimize room usage.
- Assist management in improving operational efficiency and guest satisfaction metrics.
Qualifications & Skills:
- Diploma or degree in Hospitality / Hotel Management or related field.
- Minimum 2–3 years experience in Front Office, Reservations, or Guest Relations.
- Excellent communication and interpersonal skills.
- Proficiency in PMS software (Opera) and MS Office.
- Ability to multi-task, prioritize, and work under pressure.
- Detail-oriented, organized, and guest-focused.
- Birthday Leave
- Compassionate Leave
- Maternity / Paternity Leave
- Free Duty Meals
Crowne Plaza Kuala Lumpur City Centre is the perfect place to stay for business travelers and leisure seekers alike. Located in the heart of the city, our hotel is within walking distance of all the major attractions, including the Petronas Twin Towers, KLCC Park, and the Bukit Bintang shopping district.
