Guest Relation Officer

Hilton Worldwide, Inc.; Jakarta Utara; On-site; IDR 200.000.000 - 300.000.000; Full time

Job summary

A leading global hospitality company is seeking a Guest Relation Officer fluent in Mandarin to create memorable first impressions and ensure exceptional guest experiences at DoubleTree by Hilton Jakarta Kemayoran. This role involves greeting guests, handling inquiries, collecting feedback, and collaborating with hotel departments. Candidates should have at least 2 years of related experience, a university degree, and a friendly, proactive attitude. Opportunity for personal growth in a diverse environment.

Qualifications

• Minimum 2 years experience in Guest Relations or Customer Care within hospitality.
• Neat appearance, friendly, honest, humorous, physically fit.
• Ability to handle guest complaints and feedback effectively.

Responsibilities

• Serve as the brand ambassador, creating a favorable first impression.
• Greet guests, answer queries, and escort them to various hotel services.
• Collect guest feedback and maintain guest satisfaction.

Skills

Mandarin proficiency

English proficiency

Customer service

Guest relations

Education

University graduate in hotel management or public relations

Job description

Guest Relation Officer – Mandarin Speaker

Job Number

HOT0C43P

Work Location

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

About Hilton

Hilton Hotels & Resorts is a global leader in hospitality with over 100 brands including Waldorf Astoria, LXR, Conrad, Canopy, Curio Collection, DoubleTree, Hilton Garden Inn, Hampton and many others. Our mission is to delight guests, team members, and owners alike through exceptional experiences.

What will I be doing?

• Serve as the brand ambassador, creating a positive first impression for all guests.
• Greet guests in the lobby, answer queries, suggest amenities, and escort them to the Front Desk, Food & Beverage outlets, and the Club Lounge.
• Anticipate guest needs and respond to inquiries in a helpful, attentive manner.
• Collect guest feedback, maintain the Guest Response process, and meet Guest Satisfaction Survey targets.
• Enroll Hilton Honors members at check‑in and train associates on program benefits.
• Ensure accurate guest comments are forwarded to the centralized response area and updated in all necessary databases.
• Maintain knowledge of hotel products, room types, rates, facilities, and dining options.
• Collaborate closely with all hotel departments to address guest requests.
• Follow the shift checklist, hand over duties, and keep logbooks and handovers complete.
• Seek customer feedback, handle complaints, and suggest alternatives to meet guest needs.
Lead by example in courtesy, helpfulness, grooming, and overall presentation.

Qualifications

• Minimum 2 years experience in Guest Relations or Customer Care within the hospitality industry.
• University graduate (hotel management, hotel school diploma, or public relations preferred).
• Neat appearance, good health, friendly, honest, humorous, physically fit.
• Proficient in Mandarin and English (both written and verbal).
• Additional foreign language knowledge is an advantage.

What will it be like to work for Hilton?

Hilton is a leading global hospitality company that values exceptional guest experiences and teamwork. Our staff are at the heart of our operations, and we provide opportunities for growth and development within a diverse and inclusive environment.

EOE/AA/Disabled/Veterans

Schedule

Full‑time

Brand

DoubleTree by Hilton

Job Category

Guest Services, Operations, and Front Office