Guest Service Agent

About the role The Southern Hotel Surabaya is seeking a Guest Service Agent to join our customer service team on a contract basis. This is a customer-facing role based in Surabaya, Jawa Timur, where you will be the primary point of contact for our guests. As a Guest Service Agent, you will play a vital role in delivering exceptional service experiences, ensuring guest satisfaction, and maintaining the high standards that define our hospitality brand. This position is essential to our operations, as you will directly contribute to building lasting relationships with our guests and enhancing their overall stay with us.

Key responsibilities Greet guests warmly and professionally upon arrival, ensuring a positive first impression Respond promptly to guest inquiries and requests, providing accurate information about hotel facilities, services and local attractions

Handle guest check-ins and check-outs efficiently, ensuring all procedures are followed correctly Manage guest complaints and concerns with empathy and professionalism, working towards swift resolution Maintain detailed records of guest interactions and special requests to ensure personalised service

Assist with room assignments, upgrades and special arrangements as appropriate Coordinate with other departments to fulfil guest requests and ensure seamless service delivery Provide recommendations for dining, entertainment and local experiences to enhance the guest experience

Maintain knowledge of hotel services, amenities and policies to provide comprehensive assistance Handle payments and process transactions accurately and securely What we're looking