Front Desk Agent

11 hours ago


Jakarta, Indonesia DoubleTree by Hilton Jakarta - Diponegoro Full time

**Summary**:
To facilitate a memorable guest experience from arrival, during the stay, through to departure, and to adhere to DoubleTree by Hilton Brand Standards.

As a center of information for all guests, it is compulsory to extend any kind of services required to all guests.

**Arrival**:
Creating a warm and welcoming arrival for guests, ensuring an effective and efficient check-in.

**Stay**:
Ensuring a memorable guest stay by giving caring and courteous guest services, providing information, responding to problems, and dealing with guests in a friendly and ever-hospitable manner.

**Departure**:
Facilitate a quick and efficient departure by ensuring that all guests leave happy with their stay.

**Standards**:
Ensuring consistency of standards throughout the operation by adhering to DoubleTree by Hilton brand standards.

**Responsibilities/Scope**:
**People**:

- Takes an active role in the team by being kind, communicative, cooperative, and helpful to the internal and external guests
- Contributes to the hotel and team by sharing new ideas and suggestions for improvements, being innovative and creative to provide quality service and customer care to team members and guests
- Takes an active role in the front desk team, ensuring effective communication and working as a team in order to reach goals and targets

**Customer**:

- Creating a warm and welcoming arrival for guests, ensuring that they feel expected and immediately “at-home” when they arrive.
- Checking-in guests in accordance with their reservation details, ensuring that the registration card is completed, all reservation information confirmed, Honors and Frequent Flyer Number enquired about, and method of payment secured.
- Ensuring that guests are escorted to their room, the hotel facilities and room features are explained, and that luggage is delivered in a prompt manner.
- Handles complaints promptly and efficiently, taking the necessary action, and informing the Front Office Managers should the case need further follow-up, where appropriate. Follows up with all guests to ensure 100% satisfaction with problem resolution.
- Maintains awareness of guests’ profiles and specific preferences, ensuring that they are acted upon for each reservation.
- Ensures a prompt and efficient departure, by settling guests’ accounts as per billing and reservation instructions and ensuring that all guest's folios are correct.

**Quality**:

- Applies DoubleTree by Hilton Brand Standards in each and every action, acting as a role model and example of how the standards should be carried out in a practical setting.
- Has knowledge of the hotel's facilities and services as well as basic knowledge of Hilton International.
- Is up to date with information on facilities, attractions, places of interest, sights, and activities in and around Jakarta.
- Ensures that the Front Desk Supervisor and Duty Manager are kept aware and up to date of operational issues.
- Passes on information effectively, ensuring that all necessary details are communicated to the intended person and that any pending action is completed and guest satisfaction confirmed. Attends daily briefings, shift handovers, meetings, and reads the logbook on a daily basis.
- Ensures that the day-to-day functions of the front desk are completed. Including but not limited to checklist, trace reports, credit limit checks, and online backup.
- Checks Registration cards, meeting and function information, billing instructions, and reservation backup to ensure that all information received is action accordingly.

**Requirements**:

- Minimum 1 year of internship or working experience as Front Desk Agent or Receptionist in 4 or 5 Star Hotel.
- Minimum has Diploma 3 degree from Hospitality university.
- Experience with Opera system would be a plus.

**Job Types**: Full-time, Contract
Contract length: 12 months

**Salary**: Rp470,000,000 per month

COVID-19 considerations:
All employees are required to wear double masks at all times and are already vaccinated with booster vaccine.

Application Question(s):

- Would you be able to come to the interview in Jakarta Pusat?
- Would you be able to work in the Jakarta Pusat area?
- Do you have any Hospitality education?

**Experience**:

- Front desk Agent / Receptionist: 1 year (required)

**Language**:

- English (required)

Shift availability:

- Day Shift (preferred)
- Night Shift (preferred)


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