Front Desk Agent

Company Description

Mercure Serpong Alam Sutera 

Located in the heart of Alam Sutera, Mercure Serpong Alam Sutera is situated between EMC Hospital and Living World Shopping Mall, at the center of the lifestyle, entertainment, and gastronomical hub. Our 171 stylish rooms and modern facilities make our hotel ideal for both business and leisure traveler.

Discover Alam Sutera, well known as the best town for cycling and jogging with a green and healthy environment. Explore the culinary indulgence, entertainment, and shopping experiences, such as Flavor Bliss, Living World, IKEA, and Mall @Alam Sutera.

Job Description

The Front Desk Agent is responsible for providing professional and efficient front desk services to guests throughout their stay. This role ensures a smooth check-in and check-out process, handles guest requests and inquiries, and supports the Front Office team in maintaining high standards of guest satisfaction and service.

Key Responsibilities:

Guest Service & Front Desk Operations

• Welcome and greet guests in a warm, friendly, and professional manner.

• Handle guest check-in and check-out procedures accurately and efficiently.

• Provide information regarding hotel facilities, services, room types, and local attractions.

• Respond promptly and professionally to guest inquiries, requests, and complaints.

• Assist guests with room assignments, key cards, billing inquiries, and other front desk needs.

• Ensure all guest requests and special arrangements are properly followed up and communicated to the relevant departments.

• Maintain a high level of guest satisfaction throughout the guest’s stay.

• Handle VIP, repeat guest, and special occasion arrangements according to hotel standards.

Communication & Coordination

• Coordinate with Housekeeping, Engineering, F&B, Security, and other departments to ensure guest requests and operational issues are handled promptly.

• Communicate important guest information and operational updates to the Front Office team.

• Ensure proper handover of pending matters to the next shift.

• Assist in resolving guest complaints in accordance with hotel procedures and service standards.

Cashiering & Administration

• Handle guest payments, deposits, refunds, and other financial transactions accurately.

• Maintain accurate records of guest accounts and ensure all transactions are properly posted.

• Verify and balance cashier transactions at the end of the shift.

• Ensure all registration forms, guest records, and Front Office documentation are completed accurately.

• Follow hotel policies and procedures related to cash handling, guest privacy, and data security.

Service Standards & Safety

• Maintain professional grooming, appearance, and attitude in accordance with hotel and brand standards.

• Ensure the Front Desk area is clean, organized, and welcoming at all times.

• Follow hotel safety, security, and emergency procedures.

• Report any maintenance issues, safety concerns, or unusual incidents to the appropriate department or supervisor.

• Support the Front Office team in achieving departmental and hotel service goals.

• Perform other duties and responsibilities as assigned by the Front Office Manager or Supervisor.

Qualifications

Education & Experience

• Minimum 1–2 years of experience in Front Office, Guest Service, or a similar position in the hospitality industry.

• Fresh graduates with relevant internship or hotel training experience are welcome to apply.

• Previous experience in an international or branded hotel is preferred.

Skills & Competencies

• Excellent communication and interpersonal skills.

• Strong guest service and problem-solving abilities.

• Able to handle guest inquiries, requests, and complaints professionally.

• Proficient in using PMS (Property Management System) and basic computer applications.

• Good knowledge of Front Office operations, check-in/check-out procedures, and cashiering.

• Good command of English, both spoken and written; other languages are an advantage.

• Able to work effectively as part of a team and coordinate with other departments.

Personal Attributes

• Professional appearance and positive attitude.

• Guest-oriented with a genuine passion for hospitality.

• Friendly, approachable, and service-minded.

• Detail-oriented, responsible, and reliable.

• Able to work under pressure in a fast-paced environment.

• Flexible to work shifts, weekends, and public holidays.

Additional Information

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 consider them.