Reception

PT Mad Monkey Hostels Indonesia; Lombok; On-site; IDR 33,480,000 - 55,800,000; Full time

Job summary

Mad Monkey Lombok is seeking a friendly Receptionist to be the first point of contact for guests, handling reservations, check-ins and check-outs while delivering warm, energetic service in a fast-paced hostel environment.

You will communicate clearly, solve problems, and coordinate with housekeeping and other departments to ensure smooth operations, promote hostel events, and help guests enjoy local attractions and activities.

Qualifications

• Front desk experience preferred.
• Excellent communication and problem-solving skills.

Responsibilities

• Welcome guests warmly and professionally upon arrival.
• Deliver an outstanding guest experience from check-in to check-out.
• Provide accurate information about hostel facilities, services, local attractions, transportation, and activities.
• Handle guest requests, feedback, and complaints promptly and professionally.
• Process guest check-ins and check-outs accurately and efficiently.
• Manage reservations, cancellations, modifications, and room assignments using the Property Management System (PMS).
• Verify guest identification and ensure all registration information is complete.
• Monitor room availability and coordinate with Housekeeping to ensure rooms are ready for arrival.
• Maintain accurate guest records and reservation details.
• Answer telephone calls, emails, and online inquiries in a timely manner.
• Assist guests with booking accommodation and hostel activities.
• Promote room upgrades, tours, transportation services, food and beverage promotions, and hostel events.
• Maximize occupancy by following reservation procedures and availability guidelines.
• Maintain knowledge of pricing, promotions, and special packages.
• Process guest payments accurately using cash, credit cards, and other payment methods.
• Balance cash drawers and complete end-of-shift reconciliation.
• Issue invoices and receipts correctly.
• Maintain organized front desk records and documentation.
• Prepare daily reports and shift handover notes.
• Update guest information and operational logs accurately.
• Ensure confidentiality of guest information in accordance with company policies.
• Coordinate effectively with Housekeeping regarding room status and maintenance issues.
• Communicate guest requests to relevant departments.
• Escalate operational issues or guest concerns to supervisors when necessary.
• Support smooth daily operations through effective teamwork and communication.
• Promote daily events, tours, and social activities organized by Mad Monkey.
• Encourage guest participation in hostel events while maintaining a welcoming atmosphere.
• Provide recommendations for local restaurants, beaches, nightlife, and tourist attractions.
• Support event registration and guest coordination when required.

Job description

Location: Mad Monkey Kuta Lombok
Department: Front Office
Reports To: Front Office Supervisor / Operations Manager

Position Summary

The Receptionist serves as the first point of contact for guests and plays a vital role in delivering exceptional customer service throughout the guest journey. The Receptionist is responsible for managing reservations, check-ins, check-outs, guest inquiries, and administrative tasks while creating a welcoming and engaging atmosphere that reflects the Mad Monkey brand. The role requires excellent communication, problem-solving skills, and the ability to work efficiently in a fast-paced hostel environment.

Key Responsibilities

Guest Service

Welcome guests warmly and professionally upon arrival.

Deliver an outstanding guest experience from check-in to check-out.

Provide accurate information about hostel facilities, services, local attractions, transportation, and activities.

Handle guest requests, feedback, and complaints promptly and professionally.

Build positive relationships with guests while maintaining professional boundaries.

Promote a fun, safe, and inclusive hostel environment.

Front Office Operations

Process guest check-ins and check-outs accurately and efficiently.

Manage reservations, cancellations, modifications, and room assignments using the Property Management System (PMS).

Verify guest identification and ensure all registration information is complete.

Monitor room availability and coordinate with Housekeeping to ensure rooms are ready for arrival.

Maintain accurate guest records and reservation details.

Answer telephone calls, emails, and online inquiries in a timely manner.

Reservations & Sales

Assist guests with booking accommodation and hostel activities.

Promote room upgrades, tours, transportation services, food and beverage promotions, and hostel events.

Maximize occupancy by following reservation procedures and availability guidelines.

Maintain knowledge of pricing, promotions, and special packages.

Process guest payments accurately using cash, credit cards, and other payment methods.

Balance cash drawers and complete end-of-shift reconciliation.

Issue invoices and receipts correctly.

Administrative Duties

Maintain organized front desk records and documentation.

Prepare daily reports and shift handover notes.

Update guest information and operational logs accurately.

Ensure confidentiality of guest information in accordance with company policies.

Communication & Coordination

Coordinate effectively with Housekeeping regarding room status and maintenance issues.

Communicate guest requests to relevant departments.

Escalate operational issues or guest concerns to supervisors when necessary.

Support smooth daily operations through effective teamwork and communication.

Promote daily events, tours, and social activities organized by Mad Monkey.

Encourage guest participation in hostel events while maintaining a welcoming atmosphere.

Provide recommendations for local restaurants, beaches, nightlife, and tourist attractions.

Support event registration and guest coordination when required.