Front Desk Agent

Sangriaresortspa; Indonesia; On-site; IDR 44,640,000 - 78,120,000; Full time

Job summary

Sangriaresortspa seeks a Front Desk Agent to ensure a smooth arrival, stay, and departure for guests. You will be the first point of contact, handling reservations, check-ins/outs, payments, and coordination with departments to maintain high hospitality standards.

Requirements include at least 1 year in a related role, strong Bahasa Indonesia and English communication, and familiarity with Emerald PMS. Willingness to work shifts, weekends, and holidays is preferred.

Qualifications

• At least 1 year experience in related field is preferred.
• Excellent communication skills in Bahasa Indonesia and English.
• Familiarity with hotel Emerald PMS is preferred.

Responsibilities

• Greet guests warmly and check them in using the PMS.
• Assist guests with inquiries and provide hotel information.
• Handle check-out and billing processes, including payment methods.
• Manage reservations via phone, email, or walk-ins.
• Answer calls, transfer to departments, and relay messages.

Skills

Customer service

Communication

Interpersonal skills

Problem solving

Tools

Emerald PMS

Job description

The Front Desk Agent is responsible for delivering exceptional guest service by ensuring a smooth arrival, stay, and departure experience. This role serves as the primary point of contact for guests, handling reservations, check-in and check-out procedures, guest inquiries, payments, and coordination with other departments while maintaining the highest standards of hospitality and professionalism.

Responbilities

Guest Reception & Check-in

• Welcome guests with a warm, friendly, and professional attitude.
• Verify reservations, guest identification, and payment details.
• Register guests accurately in the Property Management System (PMS).
• Explain hotel facilities, services, operating hours, and hotel policies.
• Issue room keys and provide check-in information.

Guest Service

• Respond promptly to guest inquiries and requests.
• Provide information about hotel facilities and local attractions.
• Deliver personalized service to enhance the guest experience.
• Recognize and accommodate VIPs, repeat guests, and guests with special requests.

Check-out & Billing

• Process guest departures efficiently.
• Prepare and explain guest bills.
• Receive and process payments through approved payment methods.
• Resolve billing discrepancies professionally.

Reservations

• Handle room reservations via telephone, email, walk-in, and online channels.
• Modify, confirm, or cancel reservations according to hotel policies.
• Ensure reservation details are accurate and complete.

Telephone Operations

• Answer incoming calls courteously and efficiently.
• Transfer calls to the appropriate departments.
• Take and relay messages accurately.
• Handle wake-up call requests.

Cashiering

• Maintain accurate cash float during each shift.
• Process cash, credit card, QRIS, and other payment transactions.
• Balance cashier reports and complete end-of-shift reconciliation.
• Listen carefully to guest concerns.
• Resolve complaints within the scope of authority.
• Escalate unresolved issues to the supervisor when necessary.
• Follow up to ensure guest satisfaction.

Upselling & Revenue Generation

• Offer hotel facilities such as spa, restaurant, airport transfer, and special packages.
• Inform guests about current promotions and special offers.
• Maximize room revenue through effective upselling techniques.

Coordination

• Coordinate closely with Housekeeping regarding room status.
• Communicate guest requests with Engineering, Food & Beverage, Security, and other departments.
• Ensure timely follow-up on guest requests.

Administrative Duties

• Maintain accurate guest records.
• Update room status in the PMS.
• Prepare daily shift reports.
• File registration cards and related documents.
• Ensure confidentiality of guest information.

Safety & Security

• Follow hotel safety and emergency procedures.
• Verify guest identity before issuing duplicate room keys.
• Report suspicious activities or security concerns.
• Protect guest privacy and confidential information.

Responbilities

• At least 1 year experience in related field is preferred.
• Excellent communication skills in Bahasa Indonesia and English.
• Familiarity with hotel Emerald PMS is preferred.
• Strong interpersonal and problem-solving skills.
• Professional grooming and positive attitude.
• Willingness to work shifts, weekends, and public holidays.