Executive Lounge Agent

Company Description

In the heart of Thamrin CBD stands a vibrant city hotel, Pullman Jakarta Indonesia. Experience our 427 luxury rooms with In-Room Playground. Let our Sana Sini and Kahyangan restaurants satisfy your cravings with worldwide cuisines. Enjoy the bar that the city needs at The Back Room, chocolate fair at Le Chocolat Lounge and freshly baked pastries at Makaron Bakeshop. Ideally situated, just moments from the Thamrin roundabout, high-end shopping scenes at Grand Indonesia and Plaza Indonesia. Easy access to public transport.

Our luxury city hotel ideally situated within moments from the National Monument, Thamrin roundabout, high-end shopping scenes at Grand Indonesia and Plaza Indonesia. Access to public transport and the capital’s must-see sights are all at your doorstep. Strategically located in Central Jakarta, surrounded by the Central Business District and Jakarta’s largest shopping malls, indulge in the exceptional comfort of our city hotel and embark on an unforgettable staycation journey.

Job Description

The Executive Lounge Agent is responsible for delivering refined, personalized, and intuitive 
service experience to Executive Floor and VIP guests. The role supports the smooth daily operation 
of the Executive Club Lounge by combining Front Office, Food & Beverage, and guest relations 
functions, in line with Accor values, as well as ALL Accor loyalty recognition

Key Responsibilities

Guest Service Excellence

• Welcome and assist Executive Lounge guests in a professional and friendly manner.
• Perform guest check-in and check-out procedures efficiently and accurately.
• Provide personalized service and anticipate guest needs throughout their stay.
• Handle guest requests, inquiries, and complaints promptly and professionally.
• Build strong relationships with VIP guests and frequent travelers.

Executive Lounge Operations

• Ensure the Executive Lounge is maintained to the highest standards of cleanliness, presentation, and comfort.
• Monitor food and beverage displays during breakfast, afternoon tea, and evening cocktail service.
• Replenish lounge amenities and coordinate with relevant departments to maintain service standards.
• Conduct regular inspections of the lounge facilities and report maintenance issues.

Guest Relations

• Recognize and acknowledge VIP guests, Accor Live Limitless (ALL) members, and repeat guests.
• Promote hotel facilities, services, dining outlets, and special promotions.
• Maintain detailed guest preferences and profiles to enhance future guest experiences.
• Assist guests with transportation arrangements, restaurant reservations, and local recommendations.

Administrative Responsibilities

• Maintain accurate guest records and documentation.
• Prepare daily reports and communicate guest feedback to management.
• Coordinate with Front Office, Housekeeping, Food & Beverage, and other departments to ensure smooth guest experiences.
• Follow hotel policies, procedures, and brand standards.

Health, Safety & Compliance

• Adhere to hotel security, safety, and emergency procedures.
• Ensure compliance with hygiene, sanitation, and service standards.
• Maintain confidentiality of guest information at all times.

Qualifications

Education & Experience:

• Diploma or Bachelor's Degree in Hospitality Management, Tourism, or a related field.
• Minimum 1–2 years of experience in Front Office, Guest Relations, Executive Lounge, or a similar hospitality role.
• Experience in an international hotel chain is an advantage.
• Excellent communication skills in English and Bahasa Indonesia.
• Strong interpersonal and customer service skills.
• Well-groomed, professional appearance, and positive attitude.
• Proficient in Microsoft Office and hotel property management systems (PMS).

Competencies

• Guest Service Orientation
• Communication Skills
• Attention to Detail
• Problem Solving
• Relationship Building
• Teamwork & Collaboration
• Professionalism
• Adaptability

Key Performance Indicators (KPIs)

• Guest Satisfaction Scores (GSS)
• Executive Lounge Service Quality
• VIP Guest Feedback
• Loyalty Member Satisfaction
• Complaint Resolution Efficiency
• Service Standards Compliance

Additional Information

Why Join Us?

• Opportunity to be part of a leading international hospitality brand.
• Career growth and development within Accor Hotels.
• Dynamic and supportive work environment.