Front Desk Agent

Job Description

We are looking for a friendly, professional, and service-oriented Front Desk Agent who is fluent in Mandarin to join our Front Office team. The successful candidate will be responsible for providing a warm welcome and excellent service to all guests, with a particular focus on assisting Mandarin-speaking guests throughout their stay. This role requires strong communication skills, attention to detail, and the ability to handle guest requests efficiently while maintaining the hotel’s service standards.

Key Responsibilities:

• Welcome and greet guests in a warm, friendly, and professional manner.

• Handle guest check-in and check-out procedures accurately and efficiently.

• Assist Mandarin-speaking guests with inquiries, requests, and hotel services.

• Communicate with guests in Mandarin, English, and Indonesian as required.

• Provide information about hotel facilities, services, restaurants, and local attractions.

• Handle reservations, room assignments, booking changes, payments, and special requests.

• Respond to guest complaints and concerns professionally and coordinate with relevant departments to resolve issues.

• Coordinate with Housekeeping, Concierge, Food & Beverage, Engineering, and other departments to ensure smooth guest service.

• Maintain accurate guest information and records in the hotel’s Property Management System (PMS).

• Handle telephone calls, emails, and other guest communications professionally.

• Provide personalized assistance to VIP guests and special requests when required.

• Ensure compliance with hotel policies, procedures, and Front Office service standards.

• Maintain a clean, organized, and welcoming Front Desk area.

• Perform other Front Office duties as assigned by the supervisor or management.

Qualifications

• Previous experience in Front Office, Reception, or Guest Relations is preferred.

• Fluent in Mandarin, with good English and Indonesian communication skills.

• Excellent customer service and interpersonal skills.

• Professional appearance and positive attitude.

• Strong communication, problem-solving, and organizational skills.

• Detail-oriented and able to work under pressure.

• Willing to work shifts, weekends, and public holidays.

• Hospitality or Tourism education is an advantage.

Additional Information

Diversity & Inclusion for Accor means welcoming each and everyone and respecting their differences by giving priority only to qualities and skills in extending employment and development opportunities. Our ambition is to provide meaningful employment, a warm and welcoming culture, excellent working conditions and to promote the development of all people, including those with disabilities.

When applying, do not hesitate to let us know of any specific needs you may have so that we can take them into consideration.