job description
Join CHM Hotels in the heart of Bali as a Mandarin-Speaking Guest Service Agent and become the face of exceptional hospitality in one of the world’s most sought-after tourist destinations. This role offers a unique opportunity to blend your language skills with a passion for service excellence, creating unforgettable experiences for our international guests.
As the primary point of contact, you will welcome visitors with warmth and professionalism, manage multi-line phone systems, and ensure seamless communication across all guest touchpoints. Your fluency in Mandarin will be instrumental in catering to our growing clientele from Chinese-speaking regions, while your English proficiency will support a diverse, global audience.
Based in Badung, Bali, this position is perfect for dynamic individuals who thrive in fast-paced environments and take pride in delivering world-class service. Whether you’re coordinating reservations, addressing inquiries, or resolving guest concerns, your role will directly contribute to the luxury experience CHM Hotels is renowned for.
If you’re a detail-oriented, customer-focused professional with a knack for multitasking and a desire to grow in the hospitality industry, we invite you to apply and be part of a team that values excellence, cultural diversity, and continuous improvement.
Responsibility
- Serve as the first point of contact for guests, providing a warm, professional welcome in both Mandarin and English.
- Manage front desk operations, including check-ins, check-outs, and room assignments with efficiency and accuracy.
- Handle incoming calls, emails, and messages, ensuring prompt and courteous responses to all inquiries.
- Coordinate with housekeeping, maintenance, and other departments to address guest requests and resolve issues swiftly.
- Process reservations, modifications, and cancellations using property management systems (PMS).
- Provide localized recommendations for dining, transportation, and attractions to enhance guest experiences.
- Maintain meticulous records of guest interactions, preferences, and special requests for personalized service.
- Uphold CHM Hotels’ service standards, ensuring compliance with brand protocols and guest satisfaction metrics.
Qualifications
- Fluency in Mandarin (written and spoken) is mandatory; proficiency in English is required.
- Minimum 1-2 years of experience in guest services, front desk, or customer-facing roles within hospitality.
- Strong interpersonal and communication skills, with a natural ability to build rapport with diverse guests.
- Proven ability to multitask in high-pressure environments while maintaining composure and attention to detail.
- Familiarity with property management systems (e.g., Opera, Cloudbeds) is a plus.
- Diploma or degree in Hospitality Management, Tourism, or related fields is preferred.
- Flexibility to work shifts, weekends, and holidays as required by operational needs.
- Passion for delivering exceptional service and a commitment to continuous professional development.