Guest Service Centre Agent

Mandarin Oriental Jakarta is looking for a Guest Service Centre Agent to join our Front Office team.

Are you a master of craft? Do you thrive in a team that succeeds together, demonstrating integrity and respect while acting responsibly? Do you embrace a growth mindset? We invite you to become a fan of the exceptional. 

Mandarin Oriental is the award-winning owner and operator of some of the most luxurious hotels, resorts and residences located in prime destinations around the world, with a strong development pipeline. Increasingly recognised for creating some of the world’s most sought-after properties, the Group provides legendary service inspired by Asian heritage whilst representing the very cutting-edge of luxury experiences.

After completion of an extensive renovation, Mandarin Oriental, Jakarta, will emerge fully rejuvenated to reclaim its status as the city’s premier address for both business and leisure. Mandarin Oriental, Jakarta will be positioned as Jakarta’s most luxurious and contemporary hotel, offering exemplary personalized service in well-appointed surroundings. Mandarin Oriental, Jakarta is operated and owned by the Mandarin Oriental Hotel Group.

About the job

Based Mandarin Oriental Jakarta, the Guest Service Centre Agent is responsible for maintains an efficient operation and meets guests’ expectations for quality of standards, but not limited to Front Office. The Guest Service Centre Agent reports to the Guest Service Centre Manager.

As Guest Service Centre Agent, you will be responsible for the following duties:

1. Guest Experience & Service Standards

• Ensure customer satisfaction from arrival to departure in accordance with MOHG standards, procedures, and the Legendary Quality Experience (LQE).
• Anticipate and recognize individual guest needs, ensuring timely and personalized service.
• Handle all guest complaints and comments tactfully to achieve maximum satisfaction.
• Take restaurant reservations during non-operating hours.
• Pass on guest requests promptly and accurately to the appropriate colleagues.
• Maximize the use of Alice system for recording and following up guest requests.

2. Communication & Telephone Handling

• Answer the hotel’s main telephone line and connect guests and colleagues to the correct extensions.
• Handle and reply to HelloMO messages accurately, escalating when necessary.
• Communicate clearly and calmly with guests, management, and colleagues, especially during emergencies.

3. Emergency & Safety Responsibilities

• Operate the Guest Service Centre as the main command centre in the event of an emergency.
• Be knowledgeable of Safe & Sound standards, including emergency codes, elevator malfunctions, and “123” emergency procedures.
• Ensure all health and safety standards are maintained at all times and assist the department in achieving 100% compliance during MOHG audits.

4. Professional Standards

• Maintain high standards of personal hygiene, behaviour, and grooming for self and colleagues.
• Support teamwork and effective communication across departments to ensure smooth guest experiences.

As Guest Service Centre Agent, we expect from you:

Educational Background 

• Bachelor’s Degree in Hospitality Management, Hotel & Tourism Management, Business Administration, or a related field.
• Diploma in Hotel Management or Tourism (acceptable for entry-level positions if combined with relevant experience). 

Experience 

• Minimum of 1 year experience in Customer Service, preferably within the hospitality industry.  

Skills & Competencies 

• Excellent ability to communicate written and spoken English and Indonesian.
• Successful problem solving skills.
• Outgoing and enthusiastic personality.
• Excellent overall communication and organization skills.
• Ability to multi-task and work under pressure.
• Ability to stand for extended periods of time.
• The ability to work well in a team environment.
• Be a self-motivator and motivator of others.
• Be able to consistently delight and satisfy our guest.

Technical Proficiency 

• Computer literacy in Microsoft Office applications including Hotel System.
• Familiarity with HMS, Actable & Aliants or similar platforms is an advantage. 

Our commitment to you

• Learning & Development. Your success is our success. We craft unique learning and development programmes for various stages in your career so that you grow, continuously.
• MOstay. When you work as hard as our colleagues do, it’s important to take time off. As a member of the #MOfamily, you can stay with us wherever you go in the world. The MOstay programme offers complimentary nights and additionally attractive rates on rooms for you and your loved ones.
• Heath & Colleague Wellness. Finding the right work-life balance is important. Your wellbeing matters to us. A variety of health benefits and wellness programmes are offered to all our colleagues, globally.
• Retirement Plans. When you show commitment to us, we reciprocate. We offer different retirement plans depending on the length of your service and your role.
• Health Insurance. Supporting your health is part of supporting your success. Comprehensive health coverage is provided to support your wellbeing and your family.
• Duty Meals. Good food fuels great work. Enjoy daily meals prepared fresh by our MO Makan - Colleague Restaurant Kitchen.

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