Front Desk Agent

Front Desk Agent

Mandarin Oriental Jakarta is looking for a Front Desk Agent to join our Front Office team.

Are you a master of craft? Do you thrive in a team that succeeds together, demonstrating integrity and respect while acting responsibly? Do you embrace a growth mindset? We invite you to become a fan of the exceptional. 

Mandarin Oriental is the award-winning owner and operator of some of the most luxurious hotels, resorts and residences located in prime destinations around the world, with a strong development pipeline. Increasingly recognised for creating some of the world’s most sought-after properties, the Group provides legendary service inspired by Asian heritage whilst representing the very cutting-edge of luxury experiences.

After completion of an extensive renovation, Mandarin Oriental, Jakarta, will emerge fully rejuvenated to reclaim its status as the city’s premier address for both business and leisure. Mandarin Oriental, Jakarta will be positioned as Jakarta’s most luxurious and contemporary hotel, offering exemplary personalized service in well-appointed surroundings. Mandarin Oriental, Jakarta is operated and owned by the Mandarin Oriental Hotel Group.

About the job

Based Mandarin Oriental Jakarta, the Front Desk Agent is responsible for each guest receives a personal consolation resulting in the best and most satisfying room choice. The Front Desk Agent reports to the Reception Manager/Assistant Manager.

As Front Desk Agent, you will be responsible for the following duties:

1. Guest Services

• Assist guests during check-in and check-out; ensure accurate guest information, billing arrangements, and smooth settlement process.
• Deliver courteous, prompt, and tactful service; handle guest complaints, requests, and inquiries professionally.
• Escort guests to their rooms when required and ensure preferences are delivered appropriately.
• Provide safe deposit box services when requested.
• Actively promote and upsell hotel facilities and services.
• Be fully conversant with the Fans of MO program and support its objectives.
• Delivering LQE Check in & Check out with the high confidence.
• Driving room revenue by upselling high category or others upselling.

2. Front Desk Operations

• Maintain a well-organized Front Desk counter with all necessary supplies for efficient operations.
• Prepare registration cards, welcome passports, and other documents to support smooth guest arrival and departure.
• Maintain accurate Front Desk logbook entries; record discrepancies, follow-up matters, and update HMS remarks and traces properly.
• Accurately post guest checks and city ledgers; ensure all documents are properly filed.
• Perform end-of-shift employee audit; attach supporting documents and submit net cash takings to the Safe Box.
• Report irregularities and discrepancies to the Reception Manager or Front Office Manager.

3. Professional Standards & Relationships

• Maintain grooming, hygiene, discipline, appearance, posture, and professional attitude at all times.
• Build and sustain good relationships within the Front Office and with other hotel departments.
• Adhere to all policies, procedures, and rules outlined in the Employee Handbook (CLA).

4. Training & Additional Responsibilities

• Attend training sessions conducted by the Learning & Development Department or Department Manager.
• Utilize guest comment logbook for feedback, complaints, and recommendations for improvement.
• Carry out other duties assigned by the Reception Manager or Front Office Manager, suitable to individual skills and essential to the success of the hotel.

As Front Desk Agent, we expect from you:

Educational Background

• Bachelor’s Degree in Hospitality Management, Hotel & Tourism Management, Business Administration, or a related field.
• Diploma in Hotel Management or Tourism (acceptable for entry-level positions if combined with relevant experience). 

Skills & Competencies 

• Minimum 2 years working experience in the hotel industry
• Proactive communication skills
•  Excellent English and Indonesian communication skills both written/verbal.

Technical Proficiency 

• Able to work concentrated and effective under pressure.
• Must possess ability to coordinate multiple tasks.
• Ability to maintain a high degree of confidentiality.
• Possess high degree of stamina, agility and flexibility.
• Sales and customer focused
• Takes initiative
• Self-motivated
•  Computer literate
• Possess a friendly, energized and outgoing personality.
• Strong Team Player.

Our commitment to you

• Learning & Development. Your success is our success. We craft unique learning and development programmes for various stages in your career so that you grow, continuously.
• MOstay. When you work as hard as our colleagues do, it’s important to take time off. As a member of the #MOfamily, you can stay with us wherever you go in the world. The MOstay programme offers complimentary nights and additionally attractive rates on rooms for you and your loved ones.
• Heath & Colleague Wellness. Finding the right work-life balance is important. Your wellbeing matters to us. A variety of health benefits and wellness programmes are offered to all our colleagues, globally.
• Retirement Plans. When you show commitment to us, we reciprocate. We offer different retirement plans depending on the length of your service and your role.
• Health Insurance. Supporting your health is part of supporting your success. Comprehensive health coverage is provided to support your wellbeing and your family.
• Duty Meals. Good food fuels great work. Enjoy daily meals prepared fresh by our MO Makan - Colleague Restaurant Kitchen.

We’re Fans. Are you?