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 for
• Previous experience in customer service, hospitality or a guest-facing role is highly desirable
• Excellent communication skills with the ability to interact professionally with guests from diverse backgrounds
• Strong problem-solving abilities and a customer-centric approach to resolving issues
• Proficiency in English; knowledge of additional languages is an advantage
• Ability to remain calm and courteous under pressure, even during busy periods
• Organisational skills with attention to detail and accuracy
• Flexibility to work various shifts, including evenings, weekends and public holidays
• Willingness to learn and adapt to new systems and procedures
• A genuine passion for delivering outstanding customer service and creating memorable guest experiences
• Physical ability to stand for extended periods and perform duties as required
• What we offer

At The Southern Hotel Surabaya, we value our team members and are committed to creating a supportive work environment. We offer competitive remuneration for contract staff, along with opportunities to develop your skills in the hospitality industry. You will work alongside a dedicated team of professionals who are passionate about delivering exceptional guest experiences. We provide training and support to help you succeed in this role, and we foster a workplace culture that celebrates teamwork, professionalism and dedication to service excellence. Additionally, eligible employees may receive complimentary or discounted accommodation benefits at our hotel.

About us

The Southern Hotel Surabaya is a distinguished hospitality establishment dedicated to providing guests with memorable experiences and exceptional service. Located in Surabaya, our hotel combines comfort, elegance and warm Indonesian hospitality to create an inviting atmosphere for both leisure and business travellers. We are committed to maintaining the highest standards of service and creating an inclusive workplace where our team members can thrive. Our mission is to exceed guest expectations at every touchpoint, and our team plays a crucial role in achieving this vision.

Apply now

If you are passionate about hospitality and delivering outstanding guest service, we would like to hear from you. Please submit your application, including your CV and a cover letter detailing your relevant experience and why you would be an excellent fit for this role.