Guest Service Agent – Mandarin Speaker

Uraian Pekerjaan

We are seeking a Guest Service Agent – Mandarin 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 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

Kualifikasi

• Fluency in Mandarin Chinese, 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

Informasi Tambahan

Diversity & Inclusion for Accor means welcoming each and everyone and respecting their differences by giving priority only to qualities and skills in extending employment and development opportunities. Our ambition is to provide meaningful employment, a warm and welcoming culture, excellent working conditions and to promote the development of all people, including those with disabilities.

When applying, do not hesitate to let us know of any specific needs you may have so that we can take them into consideration.