Job Description

Novotel Jakarta Mangga Dua Square, premium midscale hotel located in North Jakarta business and entertainment district. The hotel's 362 guest rooms are equipped with its rejuvenated Olympic size swimming pool that will provide the guest with the best experience stay. For array of international buffet selections, Food Exchange offers social dining experience. While for your meeting and social events, our 2 ballrooms and 23 meeting rooms can host up to 1,800 delegates

Novotel Jakarta Mangga Dua Square serves as a convenient base to explore the city. Close to business & shopping center, JIExpo Kemayoran, Ancol Dreamland, and Jakarta International Stadium Novotel Jakarta Mangga Dua Square is located close to Mangga Dua Square, remarkable landmark of Jakarta Old City, and near Harbour to explore the tropical atmosphere of Thousand Islands

Novotel Jakarta Mangga Dua Square is strategically located close the biggest amusement eco-park Taman Impian Jaya Ancol, and surrounding by many place of tourist attraction.

We are seeking a Guest Service Agent – Mandarin Speaker to join our team in Jakarta, Indonesia. In this role, you will be the welcoming face of our organization, providing exceptional service to our Mandarin-speaking guests. You will handle inquiries, resolve concerns, and ensure every guest experiences outstanding hospitality during their visit. Your fluency in Mandarin Chinese and commitment to customer satisfaction will be essential to your success in this position.

• Greet guests warmly and professionally in Mandarin Chinese, ensuring a positive first impression
• Respond to guest inquiries regarding services, facilities, and local attractions with accuracy and enthusiasm
• Assist guests with reservations, check-ins, and special requests in a timely and efficient manner
• Address and resolve guest complaints and concerns with empathy and professionalism, seeking mutually satisfactory solutions
• Provide information about hotel amenities, dining options, and nearby attractions to enhance the guest experience
• Maintain detailed records of guest interactions and preferences to support personalized service
• Collaborate with team members across departments to ensure seamless guest experiences
• Uphold service standards and company policies while maintaining a friendly and supportive demeanor
• Handle multiple guest requests simultaneously while prioritizing urgent matters
• Contribute to a positive team environment through cooperation and communication

Qualifications

• Fluent in Mandarin Chinese (speaking and listening comprehension required)
• Proven experience in guest services, customer service, or hospitality industry
• Excellent communication and interpersonal skills
• Strong problem-solving abilities and patience when handling challenging situations
• Demonstrated empathy and cultural sensitivity
• Professional appearance and demeanor
• Ability to multitask and manage time effectively in a fast-paced environment
• Proficiency in using reservation systems and basic computer applications
• Conflict resolution experience and ability to remain calm under pressure
• Preferred: Fluency in English and/or Indonesian
• Preferred: Previous experience in a hotel, resort, or hospitality establishment
• Preferred: Knowledge of Jakarta's local attractions and services