Guest Services Crew

Date: May 26, 2023

Location: Genting Highlands, Pahang, MY

Job Description & Requirement : • The Guest Services Crew is responsible for administering the Guest Services functions including conducting park tours, managing VIP's, processing upgrades, handling customer complaints, feedback, lost and found and missing person. Delivering service recovery while ensuring the delivery of friendly service excellence at all times.

Job Responsibilities : 


  • Assisting in all aspects of customer service such as answering guest enquiries and handling guest feedback.
  • Assisting guests in filling up Guest Action Report (GAR) forms for various kinds of feedback.
  • Ticketing Selling on multiple Point of Sale systems such as ePOS and Embedd.
  • Up to date knowledge on products and how to tender in POS.
  • Adheres to all Policies and Procedures in place for ticketing.
  • Handling various payment methods such as cash, credit / debit card, WeChat pay, Alipay and e-comp slip.
  • Understands importance of reconciliation and how to adhere to policies and procedures for POS operations.
  • Completing cash out on daily basis and submitting collections to relevant departments.
  • Supporting Self-serving kiosks functions across all units.
  • Rotate in all units for ticketing and guest services as required
  • Assisting guests with tagging of wristbands across all units
  • Working various types of shifts according to operations timings during peak and off-peak periods.
  • Supporting the wider team in queue management across all units
  • Handling situations such as lost children and lost property in adherence to the SOPs in place by management.
  • Meet and greet with VIP guests
  • Providing guided tours for VIP guests
  • Fill up and complete checklist according to business unit assigned.
  • Ensuring work units are clean and tidy
  • Maintaining the cleanliness of the ticketing area throughout the day
  • Guest service crew are also assigned to work as wellness ambassadors implementing the new normal operation within the park.
  • Cleaning task such as dusting, mopping sweeping vacuuming floor areas.
  • Take lead in weekly, monthly and general cleaning of the department areas.
  • Follow procedures for the use of chemical cleaners and tools to prevent damage on all departmental hardware and equipment.
  • Notify superiors concerning the needs of repair in areas that are being cleaned/looked after.
  • Ensuring all stocks are accounted for and request for replenishment made when needed.
  • Support fellow colleagues in daily operations

Job Segment: Customer Service