Hotel Front Office

About the role

The Front Desk Agent is the first and last point of contact for guests at Vibe Hotel Nusa Dua. The role delivers a welcoming, efficient and personalised guest experience while managing reservations, arrivals, departures, payments and daily front-office administration. Working closely with Housekeeping, Engineering/MEP and the Operations Manager, the Front Desk Agent keeps guest information and room status accurate and helps resolve requests promptly throughout the stay.

Key responsibilities

• Welcome guests warmly and provide efficient, courteous check-in and check-out service.

• Verify reservations, guest identification, payment details and deposits; issue room keys and explain hotel facilities, services and policies.

• Manage reservations, enquiries, amendments, cancellations and walk-in bookings while keeping the property-management system (PMS) accurate and up to date.

• Respond promptly and professionally to telephone calls, email, messaging channels and in-person enquiries.

• Provide accurate information about rooms, hotel services, transport, local attractions and dining, and coordinate special guest requests.

• Post charges, process cash and card payments, prepare invoices and complete accurate shift-end cashier reconciliation.

• Coordinate with Housekeeping and Engineering/MEP on room status, cleaning priorities, maintenance issues and out-of-order rooms.

• Resolve routine guest concerns within delegated authority and escalate serious complaints, incidents or emergencies to the Operations Manager.

• Maintain clear shift handovers, front-office logbooks, guest records, incident reports and lost-and-found documentation.

• Protect guest privacy, control room keys and follow property security, health, safety and emergency procedures at all times.

About you

• Diploma or vocational qualification in Hospitality, Tourism or a related field preferred.

• At least 1 year of front-office, reservations or customer-service experience in a hotel or serviced-apartment environment preferred.

• Working knowledge of hotel PMS/reservation systems, email and basic Microsoft Office applications.

• Fluent Bahasa Indonesia and good spoken and written English; additional languages are an advantage.

• Strong communication, guest-relations and problem-solving skills, with a calm and professional manner.

• Accurate administrative, cashiering and record-keeping skills with close attention to detail.

• Able to work rotating shifts, including nights, weekends and public holidays.

• Well-groomed, dependable and able to work effectively both independently and as part of a team.