Front Desk Agent

About the role

Life Hospitality Hotel Group is seeking a dedicated and professional Front Desk Agent to join our team in Surabaya, East Java. This is a full-time position that plays a crucial role in creating an exceptional first impression for our guests. As the frontline representative of our hotel, you will be responsible for delivering outstanding customer service, managing guest check-ins and check-outs, and ensuring that every visitor feels welcomed and valued throughout their stay. This position is essential to maintaining our reputation for excellence in hospitality and contributing to our guests' memorable experiences.

Key responsibilities

1. Greeting guests with professionalism and warmth upon arrival, ensuring a welcoming atmosphere

2. Processing guest check-ins and check-outs efficiently and accurately using hotel management systems

3. Managing room assignments and maintaining awareness of room availability and status

4. Handling guest inquiries regarding accommodation, facilities, local attractions and dining options

5. Processing payments, managing invoices and handling cash and card transactions securely

6. Coordinating with housekeeping, maintenance and other departments to address guest requests and concerns promptly

7. Managing reservations, amendments and cancellations in accordance with hotel policies

8. Maintaining comprehensive knowledge of hotel services, amenities and local area information

9. Resolving guest complaints and concerns with patience, empathy and professionalism

10. Assisting with general administrative tasks and maintaining accurate guest records

11. Contributing to a positive team environment and supporting colleagues as needed

What we're looking for

1. High school diploma or equivalent qualification; hospitality qualification or certification is advantageous

2. Proven experience in a customer-facing role, ideally within a hotel or similar hospitality setting

3. Excellent communication skills in English; fluency in additional languages is highly desirable

4. Proficiency in using hotel management systems and computer programmes; training will be provided

5. Strong numerical and organisational abilities to manage bookings, payments and records accurately

6. Exceptional interpersonal skills with the ability to remain calm and professional under pressure

7. Problem-solving mindset with a genuine desire to exceed guest expectations

8. Flexibility to work shifts, including evenings, weekends and public holidays as required

9. Professional appearance and grooming standards that reflect our hotel's brand values

10. Reliable, punctual and committed to maintaining high standards of service