Guest Service Agent – Mandarin

Strategically located in the old town, just a short walk from Bank Indonesia Museum and Fatahillah Museum, Mercure Jakarta Batavia (Jakarta formerly known as Batavia) offers 376 contemporary Privilege, Superior and Suite Rooms. Facilities include free WiFi, a restaurant and bar, a swimming pool and a fitness center. Perfect for both business and leisure travelers. Plan your trip with colleagues or family and enjoy an unforgettable stay with us!

Our hotels nearby Kota Tua, JI Expo Kemayoran, Ancol and JIS, we offer easy access to Business District, Concert Place, Government Offices. 30 minutes driving to Soekarno Hatta International Airport. 10 minutes walking to Jakarta Kota Train Station & Bus Station. Mercure Jakarta Batavia nearby JIS, Ancol, JI Expo only 10 -15 minutes drive offers a modern-comfy stay on its 4 stars level by Accor Group Hotel. Experience a nice and comfortable stay in the border area of ​​West Jakarta & North Jakarta.

We are seeking a Guest Service Agent – Mandarin Speaker to join our team in Jakarta, Indonesia. In this role, you will be the first point of contact for our guests, delivering exceptional service and support in a fast-paced hospitality environment. Your multilingual abilities and customer-focused approach will be instrumental in creating memorable experiences for our diverse guest population. The ideal candidate will combine strong interpersonal skills with a genuine passion for hospitality and guest satisfaction.

• Greet guests warmly and professionally upon arrival, check-in, and throughout their stay, ensuring a welcoming atmosphere
• Provide accurate information about hotel facilities, services, local attractions, and dining options in Mandarin and English as needed
• Process guest requests and reservations efficiently using property management systems and reservation software
• Address guest concerns and complaints with empathy and professionalism, working toward swift resolutions
• Assist with multilingual communication between guests and hotel staff to ensure clear understanding and satisfaction
• Maintain detailed records of guest interactions and preferences to personalize future visits
• Coordinate with other departments (housekeeping, maintenance, food and beverage) to fulfill guest requests promptly
• Handle inquiries regarding room amenities, billing, and checkout procedures with accuracy and courtesy
• Perform administrative tasks including data entry, scheduling, and documentation as assigned
• Uphold hotel standards and policies while maintaining a professional appearance and demeanor at all times

• Fluency in Mandarin Chinese, proficiency in English (both written and spoken)
• Proven experience in guest services, hospitality, or customer-facing roles
• Excellent verbal and written communication skills with the ability to adapt communication style to diverse guests
• Strong active listening and empathetic approach to understanding guest needs
• Proficiency with property management systems, reservation software, and basic computer applications
• Exceptional time management and multitasking abilities in a busy environment
• Outstanding interpersonal and conflict resolution skills
• Cultural awareness and sensitivity to diverse backgrounds and customs
• Ability to remain calm, patient, and professional under pressure
• Strong organizational skills and attention to detail
• Flexibility to work various shifts, including evenings, weekends, and holidays as required
• Preferred: Previous experience in a hotel, resort, or hospitality organization
• Preferred: Knowledge of Jakarta’s local attractions, dining, and entertainment options