Front Desk Agent

Hilton Worldwide, Inc.; Jakarta Utara; On-site; IDR 100.000.000 - 200.000.000; Full time

Job summary

A global hospitality leader is seeking a Front Desk Agent to provide exceptional customer service and enhance guest experiences. Responsibilities include greeting and registering guests, managing room assignments, and resolving guest inquiries efficiently. Ideal candidates should possess strong communication skills and a minimum of one year of experience in a related role. This position is full-time at DoubleTree by Hilton Jakarta Kemayoran, offering a supportive work environment and opportunities for career growth.

Qualifications

• Able to perform moderately complex mathematical calculations without error.
• Proficient in English, both verbally and in writing.
• Good interpersonal skills to provide overall guest satisfaction.
• 1 to 2 years of related working experience preferred.

Responsibilities

• Greet and register guests, providing prompt and courteous service.
• Complete the registration process, confirming pertinent information.
• Make appropriate selection of rooms based on guests’ needs.
• Promote Hilton marketing programs such as Hilton Honors.
• Assist guests with payments, accepting and recording various payment forms.
• Answer telephone and email inquiries, advising of special guests’ needs.
• Handle complaints promptly and efficiently.
• Maintain awareness of guests' profiles and specific preferences.

Skills

Mathematical calculations

Proficient in English

Interpersonal skills

Job description

Job Description

Front Desk Agent (HOT0C5OP)

Job Number

HOT0C5OP

Work Locations

DoubleTree by Hilton Jakarta Kemayoran JL Griya Utama Block B No 1 14350 North Jakarta Jakarta 710005

Schedule

Full-time

Brand

Doubletree by Hilton

Job Category

Guest Services, Operations, and Front Office

Overview

Hilton offers countless opportunities to delight guests. The Guest Service Agent greets and registers guests, providing prompt and courteous service.

Responsibilities

• Complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information such as number of guests and room rates.
• Make appropriate selection of rooms based on guests’ needs, code electronic keys, confirm the room number and rates with a written confirmation.
• Promote and administer Hilton marketing programs such as Hilton Honors, ensuring guests know available programs, tokens, and other benefits.
• Ensure rooms and services are correctly accounted for within guests’ statements, properly stating services provided by the hotel.
• Assist guests‑out payments or charges, accepting and recording vouchers, credits, traveller’s checks, and other forms of payment, converting foreign currency at current posted rates.
• Greet customers with a friendly welcome, listen and understand requests, respond appropriately, and provide accurate information on outlet hours, special VIP programs, events, etc.
• Receive special requests from guests and respond appropriately or forward the requests to appropriate team members.
• Promptly answer telephone and email inquiries, input messages into the computer, and advise team members of special guests’ needs.
• Retrieve messages and communicate the content to guests, retrieving mail, packages and facsimiles or other items as requested.
• Record guests’ complaints, conduct research to develop effective solutions and negotiate results.
• Listen and extend assistance to resolve problems such as price conflicts, insufficient heating or air‑conditioning, or quality of service.
• Remain calm and alert, especially during emergency situations and high activity periods.
• Plan and implement detailed steps using experienced judgment and discretion.
• Actively participate in the team, be kind, cooperative, and helpful, always keeping guests in mind.
• Attend training sessions, on‑job training to ensure standards and develop skills.
• Contribute new ideas and suggestions for improvements, being innovative and creative to provide quality service and customer care.
• Take an active role in the Executive Floor team, ensuring effective communication and teamwork.
• Create a warm and welcoming arrival for guests, ensuring they feel immediately “at‑home.”
• Check‑in guests according to reservation details, ensure registration cards completed, confirm Hilton Honors and frequent flyer numbers, and secure payment method.
• Handle complaints promptly and efficiently, inform Duty Manager or Guest Relations Manager when appropriate.
• Follow‑up with all guests to ensure satisfaction with problem resolution.
• Maintain awareness of guests’ profile and specific preferences, ensuring they are acted upon for each reservation.
• Ensure VIP guests are treated personally and recognized as individuals.
• Liaise with Sales, Reservations and Business Development teams to handle corporate guests.
• Promote Hilton Honors and its associated benefits to guests who are not already enrolled in the program.
• Ensure a prompt and efficient departure, settling guests’ accounts as per billing and reservation instructions, ensuring all folios are correct.
• Input information into Fidelio regarding guests, ensuring accuracy and clarity.
• Apply Hilton brand standards in each and every action, acting as a role model and example.
• Knowledgeable of hotel facilities and services and basic knowledge of Hilton International, MEAP and other properties in China.
• Up‑to‑date on information on facilities, attractions, and places of interest nearby.
• Effectively communicate, coordinate and cooperate with Housekeeping, F&B, Engineering and IT.
• Report problems with hotel systems, hardware or facilities to the appropriate parties and follow‑up to ensure corrective action has been taken.
• Ensure that the Guest Service Manager is kept aware and up to date with operational issues.
• Pass on information effectively, ensuring that all necessary details are communicated to the intended person and that any pending action is completed, and guest satisfaction is confirmed.
• Attend daily briefings, shift handovers, meetings and read the logbook daily.
• Ensure that the day‑to‑day functions of the front desk are completed, including but not limited to checklists, trace reports, credit limit checks, and online back‑ups.
• Check registration cards, meetings and functions information, billing instructions, and reservation backup to ensure that all information received is acted upon accordingly.
• Ensure that the front desk stock is managed and not wasted, maintaining costs where able.
• Keep up to date and aware of competitor activities to be well informed.
• Adhere to the hotel selling strategy of Demand‑Based Pricing and maintain rate integrity by offering clear, transparent, and value‑for‑money rates to guests.
• Comply with Health & Safety, Emergency Management, the Disaster manual, Fire procedures and regulations, taking part in the fire team when directed.
• Adhere strictly to standard cash handling procedures, managing cash, credit card transactions, city ledgers, vouchers and all other forms of payment correctly.
• Adhere to the company’s credit policy at all times when handling cash, credit card transactions, city ledgers, providing currency exchange services, LPO and third‑party payments for rooms, meetings, F&B and other charges.
• Provide safety deposit boxes to guests, ensuring that guests’ valuables are safe and secure at all times.
• Follow‑up on outstanding accounts to ensure no loss of revenue and secure method of payment for upcoming reservations.
• Maintain the efficiency of departure by checking all guests’ folios to ensure accuracy of charges.
• Upsell rooms to higher room and rate categories, ensuring maximum revenue generation from each guest.
• Maintain awareness of sales opportunities within the hotel, maximizing revenue in an ethical and responsible manner, adhering to Hilton brand standards and ensuring that guests receive value for money.
• Attempt to communicate with guests in guests’ native language, if applicable.
• Carry out any other reasonable duties and responsibilities as assigned.

Qualifications

• Able to perform moderately complex mathematical calculations without error.
• Proficient in English, both verbally and in writing.
• Accurately input information using a moderately complex computer system.
• Capable of dealing with internal and external customers, defusing anger, collecting accurate information and resolving conflicts.
• Good interpersonal skills to provide overall guest satisfaction.
• Able to work under pressure and during busy periods.
• 1 to 2 years of related working experience preferred.

What will it be like to work for Hilton?

Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full‑service hotels and resorts to extended‑stay suites and mid‑priced hotels. Hilton delivers exceptional guest experiences across global brands.

Management Notice

The Management reserves the right to make changes to this job description at its sole discretion and without advance notice.