Guest Experience Specialist

25hours Hotels; Jakarta Pusat; On-site; IDR 44,640,000 - 78,120,000; Full time

Job summary

25hours Hotel Jakarta The Oddbird is seeking a Front Desk professional to welcome guests, manage check-ins/outs, and ensure a seamless stay. You will work with other departments to fulfill guest requests, maintain guest history, and promote in-house outlets to enhance the experience.

The role emphasizes hospitality, attentiveness, and a polished appearance, with a focus on creating a memorable arrival for every guest.

Qualifications

• Diploma or qualification in Tourism, Hospitality Management, or similar field.
• At least 1 year working in a hospitality or customer-facing role.
• Strong English communication skills—both written and spoken.
• Bonus points if you speak other languages or have local language knowledge.

Responsibilities

• Handle check-ins and check-outs with a warm welcome.
• Review arrival lists and prep the system before guests arrive.
• Register guests, issue room keys, and greet on arrival.
• Provide VIPs with special recognition and amenities.
• Coordinate with other departments to meet guest requests.
• Maintain repeat guest history to personalize service.
• Recommend food & beverage outlets to boost revenue.
• Handle guest complaints with tact and resolve issues.

Skills

Customer service

Communication in English

Education

Diploma in Tourism or Hospitality

Job description

Company Description

PARADISE OF PARADOXES. 25hours Hotel Jakarta The Oddbird is an unconventional, locale story-driven hotel where business meets creative arts, culture, wellness and gastronomy. Nestled in Sudirman Central Business District Jakarta, rising above Ashta Lifestyle Mall, the property features 210 rooms, 135 serviced apartments, vibrant social spaces, lively restaurants and creative corners, designed to welcome anyone to “Come as You Are”.

Job Description

You'll be the friendly face of our hotel, managing the Front Desk and making sure every guest and visitor has a fantastic experience from the moment they arrive. You're the go-to person who keeps things running smoothly and ensures everyone feels genuinely welcomed and cared for.

Front Office Operations

• Handle check-ins and check-outs with a warm welcome, plus manage cashiering duties
• Review arrival lists and get the system prepped before guests arrive
• Greet guests on arrival, register them, and issue room keys following our standards
• Give VIPs and repeat guests the special recognition they deserve—think welcome cards and thoughtful amenities sent to their rooms
• Work closely with other departments to make sure guest requests and needs are sorted quickly
• Keep our repeat guest history system up to date so we remember what matters to each person
• Recommend our food & beverage outlets and in-house facilities to boost revenue and enhance their stay
• Handle guest complaints and feedback with tact and efficiency—turning issues into opportunities
• Manage guest mail, messages, and phone calls professionally
• Protect guest privacy and confidentiality—discretion is key
• Keep an eye on in-house credit matters and flag any discrepancies to management
• Stay alert and report anything suspicious to Security or the Duty Manager

Other Responsibilities

• Know your stuff—be fully conversant with all our food & beverage services, outlets, and hotel features
• Be familiar with our fire, life safety, and emergency procedures
• Attend all briefings, meetings, and training sessions as assigned
• Show up on time in a clean, complete uniform
• Maintain a high standard of personal appearance and hygiene
• Take on other reasonable duties as assigned by management

Qualifications

What You'll Bring

• A diploma or qualification in Tourism, Hospitality Management, or similar field (or equivalent experience that shows you know your stuff)
• At least 1 year working in a hospitality or customer-facing role
• Strong English communication skills—both written and spoken
• Bonus points if you speak other languages or have a grasp of local languages

Who You Are

• A natural communicator who genuinely enjoys connecting with people
• Detail-oriented and service-minded—you notice what matters
• A team player who's energetic and self-motivated
• Someone who takes pride in their appearance and professionalism
• Ready to go the extra mile to make guests feel welcome

Additional Information

In compliance with employment laws in Indonesia, this position is only open to Indonesians.