Front Desk Agent

Kanana Village; Provinsi Bali; On-site; IDR 55,800,000 - 89,280,000; Full time

Job summary

Kanana Village in Bali seeks a Front Desk Officer / Receptionist to be the welcoming face of our guest experience. You will manage front desk operations, assist guests from arrival to departure, and coordinate with departments to ensure smooth service.

The role requires friendly communication, basic PMS knowledge, payment handling, and the ability to work rotating shifts including weekends and holidays. Indonesian and English language proficiency is essential.

Qualifications

• Education: SMA/SMK diploma or higher; Associate/Bachelor's degree preferred.
• Experience: 1 year in front desk/hospitality; fresh grads with internships welcome.
• Language: Indonesian and English proficiency.
• Technical Skills: MS Office; familiarity with PMS, reservation platforms, EDC terminals.
• Interpersonal Skills: professional appearance; strong communication; detail-oriented; rotating shifts.

Responsibilities

• Greet and welcome guests warmly and professionally.
• Handle check-in/check-out with ID verification.
• Provide information on facilities, services, policies, and local tips.
• Manage guest complaints with empathy and escalate when needed.
• Answer calls/messages and route to the correct department.
• Update reservations and guest data in PMS in real time.
• Keep lobby/front desk clean, organized, and welcoming.
• Process payments and issue receipts with accuracy.
• Close cash and reconcile receipts daily.
• Prepare daily operational handover reports.
• Coordinate with Housekeeping, Maintenance, and Security.

Job description

Position: Front Desk Officer / Receptionist

Department: Front Office / Operations

Reports To: Front Office Manager / Operational Manager / HR Department

JOB DESCRIPTION

Position: Front Desk Officer / Receptionist

Department: Front Office / Operations

Reports To: Front Office Manager / Operational Manager / HR Department

1. Job Summary

Serves as the primary point of contact for guests and clients. This role is responsible for ensuring every guest receives a warm, efficient, and memorable service experience from arrival to departure, while accurately managing front desk administration and inter-departmental coordination.

2. Key Responsibilities

A. Guest Services & Daily Operations

• Greet and welcome guests warmly, politely, and professionally in accordance with company grooming and hospitality standards.

• Handle guest check-in and check-out processes promptly and accurately, including identity verification and reservation validation.

• Provide clear and accurate information regarding facilities, services, company policies, and local recommendations (for hospitality/villa operations).

• Handle guest complaints, inquiries, and special requests with empathy and urgency, providing appropriate solutions before escalating complex issues to management.

B. Administration, Reservations & Communication

• Manage incoming phone calls, instant messages (WhatsApp/email), and correspondence, routing them promptly to the appropriate person or department.

• Update reservation data, room/space availability, and guest databases in the management system (PMS or administrative software) in real time.

• Ensure the lobby and front desk area remain clean, organized, and welcoming at all times.

C. Financial Transactions & Reporting

• Process guest payments (cash, debit/credit cards, bank transfers) and issue receipts or invoices with high accuracy.

• Perform daily cashier closing and reconcile physical transaction receipts against system reports at the end of each shift.

• Prepare daily operational reports (daily logbook / handover report) to ensure smooth communication with the incoming shift.

D. Internal Coordination

• Coordinate closely with Housekeeping, Maintenance, and Security teams to ensure room/facility readiness,cleanliness, and the overall safety of guests and the workplace.

3. Qualifications & Requirements

• Education: Minimum High School/Vocational School (SMA/SMK) diploma; an Associate or Bachelor's degree (D3/D4/S1) in Hospitality, Tourism, Business Administration, or Communications is preferred.

• Experience: Minimum of 1 year of experience in a Front Desk, Customer Service, or Hospitality role (fresh graduates with relevant internship experience are welcome to apply).

• Language: Proficient in both Indonesian and English (spoken and written). Fluency in additional foreign languages is a plus.

• Technical Skills: Computer literate (Microsoft Office) and experienced with Property Management Systems (PMS), reservation platforms, and payment terminals (EDC).

• Interpersonal Skills: Well-groomed and professional appearance, strong communication and problem-solving skills, detail-oriented, and flexible to work on a rotating shift schedule (including weekends and public holidays).