Guest Service Reservation Agent

Pullman Hotels & Resorts; Jakarta Pusat; On-site; IDR 60,000,000 - 120,000,000; Full time

Job summary

Pullman Jakarta Indonesia is seeking a Guest Services/Reservations professional to manage reservations and front office tasks. You will respond to inquiries, upsell services, and coordinate with Front Office, Sales, and Revenue teams to ensure smooth arrivals and VIP bookings.

The role requires proficiency in English and Bahasa Indonesia, strong attention to detail, and the ability to perform under pressure in a dynamic hotel environment. A team-oriented, proactive mindset is essential.

Qualifications

• Previous experience in reservations or front office is preferred.
• Knowledge of Opera PMS or similar reservation systems is an advantage.
• Strong communication skills in English and Bahasa Indonesia.
• High attention to detail and accuracy.
• Customer-focused with a proactive, solution-oriented mindset.
• Able to work under pressure and in a team environment.

Responsibilities

• Respond to reservation requests by phone, email, or online platforms in a timely and courteous manner.
• Offer upselling opportunities to maximize room revenue and enhance guest experience.
• Handle special requests, VIP reservations, and group bookings with attention to detail.
• Enter reservations accurately into the system (Opera or relevant PMS/CRS).
• Process amendments, cancellations, and no-shows according to standard procedures.
• Coordinate with Front Office, Sales, and Revenue teams for daily arrivals, VIPs, and events.
• Ensure group blocks and allotments are managed effectively.
• Ensure all reservations comply with policies, brand standards, and data privacy regulations.

Skills

Reservation handling

Customer service

English & Indonesian

Tools

Opera PMS

Job description

Company Description

In the heart of Thamrin CBD stands a vibrant city hotel, Pullman Jakarta Indonesia. Experience our 427 luxury rooms with In-Room Playground. Let our Sana Sini and Kahyangan restaurants satisfy your cravings with worldwide cuisines. Enjoy the bar that the city needs at The Back Room, chocolate fair at Le Chocolat Lounge and freshly baked pastries at Makaron Bakeshop. Ideally situated, just moments from the Thamrin roundabout, high-end shopping scenes at Grand Indonesia and Plaza Indonesia. Easy access to public transport.

Company Description

In the heart of Thamrin CBD stands a vibrant city hotel, Pullman Jakarta Indonesia. Experience our 427 luxury rooms with In-Room Playground. Let our Sana Sini and Kahyangan restaurants satisfy your cravings with worldwide cuisines. Enjoy the bar that the city needs at The Back Room, chocolate fair at Le Chocolat Lounge and freshly baked pastries at Makaron Bakeshop. Ideally situated, just moments from the Thamrin roundabout, high-end shopping scenes at Grand Indonesia and Plaza Indonesia. Easy access to public transport.

Our luxury city hotel ideally situated within moments from the National Monument, Thamrin roundabout, high-end shopping scenes at Grand Indonesia and Plaza Indonesia. Access to public transport and the capital’s must-see sights are all at your doorstep. Strategically located in Central Jakarta, surrounded by the Central Business District and Jakarta’s largest shopping malls, indulge in the exceptional comfort of our city hotel and embark on an unforgettable staycation journey.

Job Description

Guest Service & Communication

• Respond to reservation requests by phone, email, or online platforms in a timely and courteous manner.
• Offer upselling opportunities to maximize room revenue and enhance guest experience.
• Handle special requests, VIP reservations, and group bookings with attention to detail.

System & Process Management

• Enter reservations accurately into the system (Opera or relevant PMS/CRS).
• Process amendments, cancellations, and no‑shows according to standard procedures.

Coordination & Reporting

• Coordinate with Front Office, Sales, and Revenue teams for daily arrivals, VIPs, and special events.
• Ensure group blocks and allotments are managed effectively.

Standards & Compliance

• Ensure all reservations comply with company policies, brand standards, and data privacy regulations.
• Maintain confidentiality of guest and company information at all times

Qualifications

Qualifications & Requirements:

• Previous experience in reservations or front office is preferred.
• Knowledge of Opera PMS or similar reservation systems is an advantage.
• Strong communication skills in English and Bahasa Indonesia.
• High attention to detail and accuracy.
• Customer‑focused, with a proactive and solution‑oriented mindset.
• Able to work under pressure and in a team environment.

Additional Information

Why Join Us?

• Opportunity to be part of a leading international hospitality brand.
• Career growth and development within Accor Hotels.
• Dynamic and supportive work environment.