Guest Service Agent

Company Description KAGUM Hotels is a professional hotel operator based in Bandung, West Java, Indonesia, managing a diverse portfolio of properties across major cities in the country. The company operates a range of distinctive hotel brands designed to meet different guest preferences, including Golden Flower Hotel, Banana Inn Hotel, Grand Serela Hotels, Serela Hotels, Zodiak Hotels, Gino Feruci Hotels, and Gino Feruci Villas. With this variety, KAGUM Hotels serves business and leisure travelers seeking comfortable, reliable, and well-managed accommodations. Team members join a growing hospitality group that values service quality, professionalism, and guest satisfaction.

Role Description This is a full-time, on-site Guest Service Agent role based in Bandung. The Guest Service Agent welcomes and checks in guests, processes check-outs, and manages reservations and room assignments using the hotel's systems. The role handles guest inquiries and requests in person, by phone, and via digital channels, ensuring timely and accurate responses. The Guest Service Agent assists with billing and payment processes, maintains accurate guest records, and coordinates with housekeeping and other departments to fulfill guest needs. This position also supports lobby operations, provides local information and recommendations, and helps resolve guest issues in a professional and courteous manner.

Qualifications

• Strong customer service and guest relations skills, with a friendly and professional demeanor.
• Effective verbal and written communication skills in Bahasa Indonesia; English proficiency is highly preferred.
• Basic administrative and computer skills, including familiarity with office software and the ability to learn property management systems.
• Ability to handle multiple tasks, stay organized, and work accurately in a fast-paced environment.
• Willingness to work shifts, weekends, and holidays as required by hotel operations.
• Previous experience in front office, hospitality, or customer-facing roles is an advantage.
• High school diploma or equivalent required; diploma or degree in Hospitality, Tourism, or a related field is a plus.
• Professional appearance, reliability, and a strong commitment to delivering excellent guest experiences.