Guest Service Agent – Mandarin/Arabic Speaker

Novotel Jakarta Mangga Dua Square, premium midscale hotel located in North Jakarta business and entertainment district. The hotel's 362 guest rooms are equipped with its rejuvenated Olympic size swimming pool that will provide the guest with the best experience stay. For array of international buffet selections, Food Exchange offers social dining experience. While for your meeting and social events, our 2 ballrooms and 23 meeting rooms can host up to 1,800 delegates

Novotel Jakarta Mangga Dua Square serves as a convenient base to explore the city. Close to business & shopping center, JIExpo Kemayoran, Ancol Dreamland, and Jakarta International Stadium Novotel Jakarta Mangga Dua Square is located close to Mangga Dua Square, remarkable landmark of Jakarta Old City, and near Harbour to explore the tropical atmosphere of Thousand Islands

Novotel Jakarta Mangga Dua Square is strategically located close the biggest amusement eco-park Taman Impian Jaya Ancol, and surrounding by many place of tourist attraction.

We are seeking a Guest Service Agent – Mandarin/Arabic 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, Arabic, 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 and Arabic; 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