Guest Experience Agent - Front Desk & Reservations

Vibe development; Provinsi Bali; On-site; IDR 39,060,000 - 66,960,000; Full time

Job summary

Vibe Hotel Nusa Dua is seeking a Front Desk Agent to deliver a warm, efficient and personalised guest experience from check-in to check-out. You will manage reservations, assist with enquiries, and ensure accurate guest records and payments while coordinating with Housekeeping and Engineering for smooth operations.

The role requires 1+ year front-office experience, a relevant diploma, and proficiency with PMS and Microsoft Office.

Qualifications

• Diploma or vocational qualification in Hospitality, Tourism or a related field.
• At least 1 year of front-office or customer-service experience in a hotel or serviced-apartment environment.
• Working knowledge of PMS/reservation systems, email and Microsoft Office.
• Fluent Bahasa Indonesia and good spoken and written English.

Responsibilities

• Welcome guests warmly and provide efficient, courteous check-in and check-out service.
• Verify reservations, guest identification, payment details and deposits; issue room keys and explain hotel facilities, services and policies.
• Manage reservations, enquiries, amendments, cancellations and walk-in bookings while keeping the property-management system (PMS) accurate and up to date.
• Respond promptly and professionally to telephone calls, email, messaging channels and in-person enquiries.
• Provide accurate information about rooms, hotel services, transport, local attractions and dining, and coordinate special guest requests.
• Post charges, process cash and card payments, prepare invoices and complete accurate shift-end cashier reconciliation.
• Coordinate with Housekeeping and Engineering/MEP on room status, cleaning priorities, maintenance issues and out-of-order rooms.
• Resolve routine guest concerns within delegated authority and elevate serious complaints, incidents or emergencies to the Operations Manager.
• Maintain clear shift handovers, front-office logbooks, guest records, incident reports and lost-and-found documentation.
• Protect guest privacy, control room keys and follow property security, health, safety and emergency procedures at all times.

Skills

Bahasa Indonesia

English

Education

Diploma in Hospitality or related field

Tools

PMS/Reservation Systems

Microsoft Office

Job description

Vibe Hotel Nusa Dua is seeking a Front Desk Agent to deliver a warm, efficient and personalised guest experience from check-in to check-out. You will manage reservations, assist with enquiries, and ensure accurate guest records and payments while coordinating with Housekeeping and Engineering for smooth operations.

The role requires 1+ year front-office experience, a relevant diploma, and proficiency with PMS and Microsoft Office.