Introduction
The Guest Experience Specialist (Chinese Speaking) will be the front‑line ambassador for our international hotel brand, ensuring that Mandarin‑speaking guests receive personalized, seamless, and memorable service throughout their stay. This role combines hospitality expertise with strong communication skills, cultural sensitivity, and a passion for delivering excellence in a fast‑paced environment. The successful candidate will work Monday through Saturday, from 08:00 to 17:00, and will collaborate closely with the front desk, concierge, housekeeping, and food‑beverage teams.
Responsibilities
- Greet and assist Chinese‑speaking guests from arrival to departure, providing a warm, culturally appropriate welcome.
- Handle check‑in and check‑out procedures, ensuring accuracy of reservations, payments, and special requests.
- Translate and interpret guest inquiries, requests, and feedback between Mandarin and English, maintaining clarity and professionalism.
- Coordinate with housekeeping, maintenance, and F&B departments to fulfill guest requests such as room preferences, extra amenities, and special dietary needs.
- Offer tailored recommendations for local attractions, dining, and transportation, enhancing the overall travel experience.
- Resolve guest complaints promptly, using conflict‑resolution techniques while preserving the hotel’s reputation.
- Maintain detailed records of guest interactions in the property management system, ensuring data integrity and privacy.
- Participate in daily briefings and share insights on emerging guest trends, helping the team continuously improve service standards.
- Assist in the preparation of promotional materials and social media content aimed at the Chinese market.
- Contribute to training sessions for new staff on cultural nuances and language best practices.
Requirements
- Minimum D3/D4 (associate or bachelor’s degree) in Hospitality, Tourism, Business Administration, or a related field.
- At least 2–3 years of proven experience in a similar guest‑service role within an international hotel in Indonesia.
- Fluent in reading, writing, and speaking both Mandarin and English; additional language skills are a plus.
- Strong interpersonal skills, a friendly personality, and a professional demeanor.
- Demonstrated leadership, motivational abilities, and the capacity to work both independently and as part of a collaborative team.
- Excellent problem‑solving skills and the ability to thrive in a fast‑paced, dynamic environment.
- High level of attention to detail, especially when handling reservations, billing, and guest preferences.
- Proficiency with hotel property management systems and basic office software.
- Flexibility to work on Saturdays and adapt to occasional schedule adjustments.
Benefits
- Competitive salary package with performance‑based bonuses.
- Comprehensive health insurance covering medical, dental, and vision care.
- Paid annual leave and statutory holidays in accordance with Indonesian labor law.
- Professional development opportunities, including language training and hospitality certifications.
- Employee discount on room rates, dining, and spa services across the hotel brand.
- Transportation allowance or company‑provided shuttle service for commuting staff.
- Team‑building events, cultural outings, and recognition programs.
- Supportive work environment that values diversity, inclusion, and career growth.
About Company
Our hotel is part of a globally recognized hospitality group known for its commitment to luxury, sustainability, and exceptional guest experiences. With properties in major Asian and European cities, we blend local culture with world‑class service standards. Our Indonesian flagship hotel is situated in a vibrant urban district, offering easy access to business hubs, cultural landmarks, and entertainment venues. We pride ourselves on fostering a multicultural workforce, encouraging innovation, and maintaining a reputation for excellence in the hospitality industry.
Interested in this position?
Take the next step in your career and apply for this role today.
Apply Now