Introduction
The Front Office Staff (Pelayanan Tamu dan Administrasi) plays a pivotal role in shaping the first impression of our hotel for every guest. Operating in a dynamic hospitality environment, this position ensures that guests receive warm, efficient, and professional service from the moment they step into the lobby until their departure. The role blends front‑desk operations with essential administrative duties, supporting the overall smooth functioning of the property.
Responsibilities
- Greet and welcome guests with a courteous and professional demeanor, ensuring a positive first impression.
- Manage check‑in and check‑out procedures, accurately processing payments, issuing keys, and updating guest records.
- Handle reservations, cancellations, and modifications through the property management system while maintaining up‑to‑date room inventory.
- Respond promptly to guest inquiries via phone, email, and in‑person, providing accurate information about hotel services, local attractions, and transportation options.
- Coordinate with housekeeping, maintenance, and other departments to fulfill guest requests and resolve issues swiftly.
- Maintain the lobby and front‑desk area in a clean, organized, and presentable condition at all times.
- Prepare daily reports, including occupancy statistics, revenue summaries, and incident logs for management review.
- Process and archive administrative documents such as guest registration cards, invoices, and correspondence in compliance with hotel policies.
- Handle guest complaints with empathy and professionalism, escalating complex matters to senior staff when necessary.
- Promote hotel amenities and upsell services such as room upgrades, dining packages, and spa treatments to enhance guest satisfaction and revenue.
Requirements
- Minimum education: SMA/SMK in Hospitality or a D3/D4 degree in Hotel Management.
- At least 1 year of proven experience in Front Office or Guest Service roles within the hotel industry.
- Strong, presentable appearance and excellent verbal communication skills.
- Demonstrated ability to deliver outstanding customer service with a proactive attitude.
- Active proficiency in English, both spoken and written; additional language skills are a plus.
- Flexibility to work Monday through Saturday, 08:00 – 17:00, with occasional overtime during peak periods.
- Competence in using property management software and standard office applications.
- Key soft skills: multitasking, problem‑solving, cultural sensitivity, teamwork, and time management.
Benefits
- Competitive base salary with performance‑based incentives.
- Comprehensive health insurance covering medical, dental, and vision care.
- Meal and transportation allowances to support daily expenses.
- Opportunities for continuous learning through hotel‑sponsored training programs and certifications.
- Clear career progression pathways within a growing hospitality group.
- Employee discount on room rates, dining, and spa services.
- Paid annual leave, public holidays, and maternity/paternity benefits.
About Company
Our hotel is a flagship property of a leading hospitality brand in Indonesia, renowned for delivering world‑class experiences to both leisure and business travelers. Situated in a prime location, we combine modern design with local cultural touches, offering premium accommodations, fine dining, and state‑of‑the‑art conference facilities. Committed to excellence, we invest heavily in staff development, sustainability initiatives, and community engagement, making us an employer of choice for passionate hospitality professionals.
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