Front Desk Agent

Hilton Worldwide, Inc.; Daerah Khusus Ibukota Jakarta; On-site; IDR 100.000.000 - 200.000.000; Full time

Job summary

A global hospitality company in Jakarta is seeking a Front Desk Agent to provide exceptional guest service, manage check-in and check-out processes, and resolve guest inquiries. The ideal candidate should have strong interpersonal skills and the ability to communicate effectively in English. Join our team to create memorable experiences for guests within a leading hotel brand.

Qualifications

• 1-2 years of related experience preferred.
• Ability to read, listen, and communicate effectively in English (verbal and written).
• Proficient in inputting information using a moderately complex computer system.

Responsibilities

• Greet and register guests, providing prompt and courteous service.
• Complete the registration process and ensure room selections meet guests' needs.
• Assist guests with check-out payments and respond to their inquiries.

Skills

Guest-focused attitude

Effective communication in English

Strong interpersonal skills

Ability to work under pressure

Job description

Overview

Front Desk Agent (HOT0BYRE) – DoubleTree by Hilton Jakarta Kemayoran, JL Griya Utama Block B No 1 14350 North Jakarta Jakarta 710005.

With Hilton’s global portfolio and brands, the role focuses on greeting and registering guests, providing prompt and courteous service, checking guests in and out, and addressing guest challenges to ensure a welcoming and memorable stay.

Responsibilities

• Complete the registration process by inputting and retrieving information from the computer system, confirming pertinent information including number of guests and room rates.
• Make appropriate room selections based on guests’ needs, code electronic keys, confirm the room number and rates with written confirmation.
• Promote Hilton marketing programs (e.g., Hilton Honors) to arriving guests, and inform guests about room locations, keys, gifts, and related amenities.
• Ensure rooms and services are correctly accounted for within guests’ statements and clearly state services provided by the hotel.
• Assist guests with check-out payments or charges, accepting and recording vouchers, traveler's checks, and other forms of payment; convert foreign currency at current posted rates.
• Greet guests with a friendly and sincere welcome, listen to requests, respond with appropriate actions, and provide accurate information (e.g., outlet hours, VIP programs, events).
• Receive special requests and forward them to the appropriate team members for decisions and actions.
• Answer telephone and email inquiries promptly; input messages and inform team members of special guests’ needs.
• Retrieve messages, mail, packages, facsimiles, or other items for guests as requested.
• Record guests’ complaints, conduct research to develop effective solutions, and negotiate results.
• Resolve problems such as price conflicts or service issues; remain calm during emergencies and heavy hotel activity.
• Participate in training, share ideas for improvements, and contribute to quality service and customer care.
• Actively engage with the Executive Floor team to ensure effective communication and teamwork toward goals.
• Create a warm and welcoming arrival for guests and ensure they feel at home upon arrival.
• Check-in guests according to reservation details, verify registration cards, and confirm Hilton Honors and Frequent Flyer numbers; secure method of payment.
• Handle complaints promptly and inform the Duty Manager or Guest Relations Manager for follow-up; follow up with guests to ensure satisfaction.
• Maintain awareness of guests’ profiles and preferences, and act on them for each reservation; treat VIPs personally and with recognition.
• Coordinate with Sales, Reservations, and Business Development teams to handle corporate guests; promote Hilton Honors benefits to non-members and ensure existing members receive personalized service.
• Settle guest accounts at departure, ensuring folios are correct; input information into Fidelio accurately for clear understanding by the team.
• Apply Hilton brand standards and stay informed about hotel facilities and local attractions; communicate effectively with Housekeeping, F&B, Engineering, and IT.
• Report problems with hotel systems or facilities and follow up to ensure corrective action; keep the Guest Service Manager informed of operational issues.
• Attend daily briefings and ensure front desk functions (checklists, trace reports, credit checks, backups) are completed.
• Manage front desk stock and monitor costs; stay aware of competitor activities.
• Adhere to selling strategies, maintain rate integrity, and offer value for money; comply with Health & Safety and emergency procedures.
• Adhere to cash handling procedures, manage payments, currency exchange, and third-party payments; provide safety deposit boxes and secure guest valuables.
• Follow up on outstanding accounts to ensure payment for upcoming reservations; ensure accurate departure procedures and maximized revenue opportunities through upselling.
• Communicate with guests in their native language when applicable; perform other duties as assigned.
• Management reserves the right to change this job description at its sole discretion without notice.

Qualifications

• A Guest Service Agent should maintain a guest-focused attitude, behaviors, and values.
• Able to perform moderately complex mathematical calculations without error.
• Ability to read, listen, and communicate effectively in English (verbal and written).
• Proficient in inputting information using a moderately complex computer system.
• Strong interpersonal skills to ensure guest satisfaction and resolve conflicts; patient, tactful, and diplomatic.
• Ability to work under pressure and during busy periods.
• 1-2 years of related experience preferred.

What it’s like to work for Hilton

Hilton is a leading global hospitality company offering a range of brands and guest experiences. Our team focuses on delivering exceptional hospitality and guest experiences worldwide.