Service Associate - Front Office (Reception)



Shangri-La Hotel, Surabaya




The incumbent will be working under the supervision, direction and leadership of Front Office Leaderin accordance with the objectives, performance and quality standards established by Shangri-La Hotels and Resorts.

  • To ensure the overall well-being of all guests and that guests requests are efficiently and effectively fulfilled in accordance with the resort policies
  • To increase customer satisfaction and create a warm and welcoming atmosphere in the resort
  • To ensure correct room assignment according to guest preferences
  • Warmly welcome guests upon arrival and check-in/check-out according to established standards and procedures
  • Take personal responsibility and initiative for any tasks as required, to assure guest satisfaction and follow up when necessary
  • Follow established telephone standards and process guest messages as requested; handle guest complaints according to established procedures
  • Be familiar with all promotions and packages offered by the hotel, familiar with city area and hotel events
  • Complete due-out report daily assuring all relevant rooms have been vacated allowing effective turn-around time for the Housekeeping Department
  • Be responsible for cash handling and maintaining personal cash floats
  • Adhere to the nominated target amount for upselling per month as per Front Office Management
  • Perform other duties as assigned by Service Leader – Front Office and Front Office Management



  • Due to government limitation, this position is only for Indonesian citizen
  • University/Diploma in Hotel Management
  • High proficiency in English both written & spoken; other foreign language is a plus
  • Courteous, service oriented with pleasant personality
  • Able to perform shift works or flexible working hours
  • Understanding of workplace practices in Work, Health and Safety
  • Software Packages MS Word, excel, Opera 
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Confirmed 23 hours ago. Posted 29 days ago.

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