Guest Service Agent

We are seeking an enthusiastic and customer-focused Guest Service Agent to join our team in Jakarta, Indonesia. As the face of our organization, you will play a crucial role in creating memorable experiences for our guests from check-in to check-out. Greet guests warmly and provide a seamless check-in and check-out process Respond promptly and efficiently to guest inquiries, requests, and concerns Handle guest accounts, including billing and payment processing Promote hotel facilities and services, identifying opportunities to enhance guest experiences through upselling Coordinate with other departments to ensure guest needs are met in a timely manner Maintain accurate guest records and reservations using our property management system Assist with concierge services, including providing local area information and recommendations Ensure the lobby and front desk areas are clean, organized, and welcoming at all times Handle guest complaints professionally and seek appropriate resolutions Adhere to all hotel policies, procedures, and safety standards Strong service-focused personality with a friendly and professional demeanor Excellent communication skills in English; proficiency in additional languages is a plus Prior experience in hospitality or customer service is preferred Familiarity with property management systems Demonstrated ability to multitask and remain calm under pressure Strong problem-solving skills and attention to detail Basic computer skills and ability to learn new software quickly Flexibility to work various shifts, including evenings, weekends, and holidays High school diploma or equivalent; higher education in hospitality management is a plus Ability to stand for extended periods and assist with light lifting when necessary