Guest Service Agent - Telephone Operator

Job Description

The Guest Service Agent–Telephone Operator manages hotel calls, transfers guests to the correct departments, records messages, handles wake-up calls and responds to guest requests professionally. Candidates should have good spoken English, clear telephone etiquette, basic computer skills and a friendly, service-focused attitude. Previous experience in hotel reception, switchboard operations or customer service is advantageous. The role requires flexibility to work shifts, weekends and public holidays, along with accurate record keeping, patience and the ability to remain calm during busy periods. Knowledge of additional languages and familiarity with hotel systems would be helpful.

Company Info

Sheraton Imperial Kuala Lumpur Hotel is an upscale Marriott International property located near Kuala Lumpur’s commercial, shopping and entertainment districts. The hotel offers guest rooms and suites, restaurants, meeting and event facilities, wellness amenities and full-service hospitality operations. As part of the Sheraton brand, it focuses on creating welcoming public spaces, dependable guest service and comfortable stays for business and leisure travellers. Marriott International is one of the world’s largest hotel companies, operating a broad portfolio of brands across many countries. Employees typically work in a structured international environment with training, service standards and opportunities for career development. The hotel serves both local and international guests, making communication skills, cultural awareness, teamwork and professional presentation important qualities for its employees.

Destination Guide

Malaysia is not a single island; it includes Peninsular Malaysia and Malaysian Borneo, together with attractive islands such as Langkawi, Penang, Tioman and Perhentian. Major job opportunities are concentrated in Kuala Lumpur, Penang, Johor, Sabah and Sarawak, particularly in hotels, tourism, technology, retail, healthcare and manufacturing. The culture is diverse, combining Malay, Chinese, Indian and indigenous traditions, with Islam as the official religion and English widely used in business and hospitality. Lifestyle costs are moderate, although Kuala Lumpur rents are higher than in smaller cities. Foreign workers generally need an employer-sponsored work permit, and should confirm eligibility, medical checks and immigration procedures before travelling. Relocation is easiest with employer support for accommodation, transport, banking and registration. Malaysia offers warm weather, excellent food, efficient urban services and easy access to beaches, rainforests and regional travel.