Guest Service Agent – Mandarin/Arabic Speaker

Job Description

We are seeking a Guest Service Agent – Mandarin/Arabic Speaker to join our team in Jakarta, Indonesia. In this role, you will be the first point of contact for our guests, delivering exceptional service and support in a fast-paced hospitality environment. Your multilingual abilities and customer-focused approach will be instrumental in creating memorable experiences for our diverse guest population. The ideal candidate will combine strong interpersonal skills with a genuine passion for hospitality and guest satisfaction.

• Greet guests warmly and professionally upon arrival, check-in, and throughout their stay, ensuring a welcoming atmosphere
• Provide accurate information about hotel facilities, services, local attractions, and dining options in Mandarin, Arabic, and English as needed
• Process guest requests and reservations efficiently using property management systems and reservation software
• Address guest concerns and complaints with empathy and professionalism, working toward swift resolutions
• Assist with multilingual communication between guests and hotel staff to ensure clear understanding and satisfaction
• Maintain detailed records of guest interactions and preferences to personalize future visits
• Coordinate with other departments (housekeeping, maintenance, food and beverage) to fulfill guest requests promptly
• Handle inquiries regarding room amenities, billing, and checkout procedures with accuracy and courtesy
• Perform administrative tasks including data entry, scheduling, and documentation as assigned
• Uphold hotel standards and policies while maintaining a professional appearance and demeanor at all times

Qualifications

• Fluency in Mandarin Chinese and Arabic; proficiency in English (both written and spoken)
• Proven experience in guest services, hospitality, or customer-facing roles
• Excellent verbal and written communication skills with the ability to adapt communication style to diverse guests
• Strong active listening and empathetic approach to understanding guest needs
• Proficiency with property management systems, reservation software, and basic computer applications
• Exceptional time management and multitasking abilities in a busy environment
• Outstanding interpersonal and conflict resolution skills
• Cultural awareness and sensitivity to diverse backgrounds and customs
• Ability to remain calm, patient, and professional under pressure
• Strong organizational skills and attention to detail
• Flexibility to work various shifts, including evenings, weekends, and holidays as required
• Preferred: Previous experience in a hotel, resort, or hospitality organization
• Preferred: Knowledge of Jakarta's local attractions, dining, and entertainment options