Guest Service Agent

Radisson Hotel Brunei Darussalam is a welcoming hotel where professionalism meets genuine hospitality. We take pride in creating memorable experiences for our guests, greeting everyone with a warm smile and a heartfelt commitment to service.

At Radisson Hotel Brunei Darussalam, we believe that a positive working environment, teamwork, and passion for what we do are essential to our success.

We value genuine effort, initiative, and a hands-on approach over unnecessary bureaucracy. We support one another whenever possible, and no task is considered too small or outside our responsibilities. Whether it means assisting at the Front Desk, supporting our Food & Beverage team, or lending a hand behind the scenes, we believe that teamwork makes all the difference.

Together, we embrace our "Yes I Can!" service philosophy, creating a workplace where everyone contributes to delivering exceptional guest experiences.

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.

• 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.