Guest Experience Specialist

Guest Experience Specialist

Full-Time

Permanent

25HOURS HOTELS

Rooms Location: 25hours Hotel Jakarta The Oddbird, South Jakarta, Indonesia

ExternalReference: REF121899Z

Guest experience specialist role overview: You'll be the friendly face of our hotel, managing the Front Desk and making sure every guest and visitor has a fantastic experience from the moment they arrive. You're the go-to person who keeps things running smoothly and ensures everyone feels genuinely welcomed and cared for.

Front Office Operations

• Handle check-ins and check-outs with a warm welcome, plus manage cashiering duties
• Review arrival lists and get the system prepped before guests arrive
• Greet guests on arrival, register them, and issue room keys following our standards
• Give VIPs and repeat guests the special recognition they deserve—think welcome cards and thoughtful amenities sent to their rooms
• Work closely with other departments to make sure guest requests and needs are sorted quickly
• Keep our repeat guest history system up to date so we remember what matters to each person
• Recommend our food & beverage outlets and in-house facilities to boost revenue and enhance their stay
• Handle guest complaints and feedback with tact and efficiency—turning issues into opportunities
• Manage guest mail, messages, and phone calls professionally
• Protect guest privacy and confidentiality—discretion is key
• Keep an eye on in-house credit matters and flag any discrepancies to management
• Stay alert and report anything suspicious to Security or the Duty Manager

Other Responsibilities

• Know your stuff—be fully conversant with all our food & beverage services, outlets, and hotel features
• Be familiar with our fire, life safety, and emergency procedures
• Attend all briefings, meetings, and training sessions as assigned
• Show up on time in a clean, complete uniform
• Maintain a high standard of personal appearance and hygiene
• Take on other reasonable duties as assigned by management

Qualifications

• What You'll Bring

• A diploma or qualification in Tourism, Hospitality Management, or similar field (or equivalent experience that shows you know your stuff)

• At least 1 year working in a hospitality or customer-facing role

• Strong English communication skills—both written and spoken

• Bonus points if you speak other languages or have a grasp of local languages

• Who You Are

• A natural communicator who genuinely enjoys connecting with people

• Detail-oriented and service-minded—you notice what matters

• A team player who's energetic and self-motivated

• Someone who takes pride in their appearance and professionalism

• Ready to go the extra mile to make guests feel welcome

• Additional Information

• In compliance with employment laws in Indonesia, this position is only open to Indonesians.

• 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 take them into consideration.

• LET YOUR PASSION SHINE

• We foster our creativity, our excellence and progressiveness. We interconnect with each other and our environment, to create a new kind of quiet luxury. With us, you can take pride in being part of a wider global team leading the way in local sustainability initiatives. Working together with our communities, we will empower you to make your own meaningful impact.

• LEARN ABOUT US

• Let your passion shine

• JOIN US