Front Desk Agent

Mövenpick Surabaya City, a contemporary hotel, is strategically positioned in the heart of Surabaya, East Java. Its prime location places it near major business districts, financial hubs, exhibition centres, hospitals, shopping centres, universities, and the vibrant carnival park area. This central setting offers guests convenient access to the city's key attractions and amenities, making it an ideal base for both business and leisure travellers.

The Front Desk Agent plays a pivotal role in shaping the first and last impressions of our guests. This position is central to ensuring a smooth, welcoming, and efficient check-in and check-out process, while also being the primary point of contact for guest inquiries and assistance throughout their stay. The agent is responsible for managing reservations, maintaining accurate guest records, and upholding the highest standards of hospitality and professionalism at all times.

About the Role

The Front Desk Agent is the face of Mövenpick Surabaya City, responsible for delivering exceptional guest service from arrival to departure. Key duties include:

• Greeting guests warmly and efficiently upon arrival and departure.
• Processing check-ins and check-outs accurately and promptly.
• Handling guest inquiries regarding hotel services, local attractions, and transportation.
• Managing reservations and ensuring room availability and rates are correctly maintained.
• Assisting with guest requests and resolving any issues professionally.
• Maintaining a clean, organised, and welcoming reception area.
• Ensuring security protocols are followed, particularly regarding guest access and information.

Requirements

• Excellent communication and interpersonal skills to interact effectively with guests and colleagues.
• Strong organisational abilities and attention to detail to manage multiple tasks and guest records.
• Ability to work efficiently in a fast-paced environment, handling peak check-in/check-out times.
• Basic proficiency with hotel management systems and reservation software.
• Previous experience in a similar front desk or guest service role is advantageous.
• Professional appearance and a friendly, helpful demeanour.
• Flexibility to work various shifts, including weekends and public holidays.