Please Note
- An estimate based on public data for similar roles. Not provided by the employer.
Guest Experience Expert - At Your Service Agent
Role summary
Written by MyIslandJob from the job title and employer. See the employer's page for the full description.
The Guest Experience Expert – At Your Service Agent supports guests by answering calls, handling requests, providing hotel information, coordinating with departments, and ensuring timely, personalized service. Candidates should have strong English communication skills; knowledge of Bahasa Malaysia and other languages is an advantage. A friendly, professional manner, good telephone etiquette, basic computer ability, attention to detail, and the capacity to manage several requests at once are expected. Previous experience in guest services, a hotel switchboard, reservations, or a customer-service environment is helpful, although training may be provided. The role normally involves rotating shifts, including weekends and public holidays, and requires a calm, solutions-focused approach when dealing with guest concerns.
Can I work in Malaysia?
Never pay anyone for a visa or a job offer. A real employer pays the permit costs and never asks you for money.
How it works
How it works: Line staff: worker quotas for 15 Asian countries, frozen since March 2023 and not reopened for hotels. Others: Employment Pass at RM 5,000+ basic (about USD 1,150).
Watch for: Hotels were left out of the 2025 quota reopenings and no 2026 hotel opening was found. Sabah and Sarawak run their own immigration: a Peninsular pass is not valid there.
Official source: Immigration Department of Malaysia: foreign workers. Checked November 2026.
What the job usually comes with in Malaysia
Usual for Malaysia, varies by employer. Checked November 2026.
| Housing | Island resorts: usually shared staff quarters; city hotels: usually not; managers may get an allowance |
|---|---|
| Meals | Usually duty meals in a staff canteen |
| Flights | Senior expat packages only; not standard |
| Service charge | About 10% on bills, shared by points; cannot count towards the minimum wage (by law) |
| Contract | Pass-linked fixed term: 1 year for line staff, up to 5 for managers; probation usually 3 to 6 months |
| Leave | Peninsular Malaysia: 8 days a year, 12 after 2 years, 16 after 5; 11 public holidays; 45-hour week (by law) |
| Income tax | Flat 30% until you pass 182 days in a year, then 0% to 30% (about 4% at RM 5,000 a month, before reliefs) |
Senior staff often get more than line staff, for example a single room or a yearly home flight. Ask the employer what the job includes before you accept.
Guidance, not legal advice. Rules change; your employer confirms the details for your case.
About Element by Marriott Kuala Lumpur
Element by Marriott Kuala Lumpur is part of Marriott International, one of the world's largest hospitality companies, operating thousands of hotels and resorts across numerous countries and brands. Element is Marriott's modern extended-stay brand, designed for guests who value wellness, sustainability, practical living spaces, and a residential-style experience. Properties typically provide spacious rooms or studios, work areas, fitness facilities, communal spaces, and convenient services for both business and longer-stay travelers. The Kuala Lumpur hotel serves an international clientele in Malaysia's busy capital, combining contemporary accommodation with Marriott's global service standards. Employees can benefit from structured training, internal career mobility, hospitality experience, and access to Marriott's international network and associate benefits, subject to company policy and local employment terms.