Mandarin-Speaking Front Desk Agent | Guest Experience

Mercure Hotels; Jakarta Selatan; On-site; IDR 44,640,000 - 66,960,000; Full time

Job summary

Mercure Jakarta Gatot Subroto is seeking a friendly Front Desk Agent fluent in Mandarin to join our Front Office team. You will welcome guests, check them in/out, and assist Mandarin-speaking guests throughout their stay.

This role requires strong communication skills and a dedication to high service standards. The position involves coordinating with multiple departments, handling reservations and payments, and maintaining accurate guest records.

Qualifications

• Fluent in Mandarin, with good English and Indonesian communication skills.
• Excellent customer service and interpersonal skills.
• Professional appearance and positive attitude.
• Strong communication, problem-solving, and organizational skills.
• Willing to work shifts, weekends, and public holidays.
• Hospitality or Tourism education is an advantage.
• Previous experience in Front Office, Reception, or Guest Relations is preferred.

Responsibilities

• Welcome and greet guests in a warm, friendly, and professional manner.
• Handle guest check-in and check-out procedures accurately and efficiently.
• Assist Mandarin-speaking guests with inquiries, requests, and hotel services.
• Communicate with guests in Mandarin, English, and Indonesian as required.
• Provide information about hotel facilities, services, restaurants, and local attractions.
• Handle reservations, room assignments, booking changes, payments, and special requests.
• Respond to guest complaints and concerns professionally and coordinate with relevant departments to resolve issues.
• Coordinate with Housekeeping, Concierge, Food & Beverage, Engineering, and other departments to ensure smooth guest service.
• Maintain accurate guest information and records in the hotel’s PMS.
• Handle telephone calls, emails, and other guest communications professionally.
• Provide personalized assistance to VIP guests and special requests when required.
• Ensure compliance with hotel policies, procedures, and Front Office service standards.
• Maintain a clean, organized, and welcoming Front Desk area.
• Perform other Front Office duties as assigned by the supervisor or management.

Skills

Mandarin fluency

English communication

Indonesian communication

Customer service

Interpersonal skills

Education

Hospitality or Tourism education

Job description

Mercure Jakarta Gatot Subroto is seeking a friendly Front Desk Agent fluent in Mandarin to join our Front Office team. You will welcome guests, check them in/out, and assist Mandarin-speaking guests throughout their stay.

This role requires strong communication skills and a dedication to high service standards. The position involves coordinating with multiple departments, handling reservations and payments, and maintaining accurate guest records.