Service Express Agent

Role summary

Written by MyIslandJob from the job title and employer. See the employer's page for the full description.

The Service Express Agent manages guest requests and hotel communications through telephone and digital channels, ensuring prompt, courteous, and accurate service. Responsibilities typically include answering calls, recording and coordinating requests with relevant departments, following up on outstanding matters, explaining hotel facilities, and maintaining service standards. Candidates should have strong communication and customer-service skills, a professional telephone manner, basic computer ability, and good spoken English; Indonesian language skills are essential. Previous experience in hotel operations, a call centre, or guest services is advantageous. The role requires patience, attention to detail, teamwork, flexibility to work rotating shifts, and the ability to remain calm while handling multiple requests.

About the employer

The Westin Jakarta is a luxury hotel operated under Marriott International’s Westin Hotels & Resorts brand. Located in the prestigious South Jakarta area, the property is known for its wellness-focused positioning, contemporary accommodation, restaurants, meeting facilities, and panoramic city views. Westin’s brand philosophy centres on helping guests maintain their wellbeing while travelling through features such as nutritious dining, fitness facilities, restful sleep experiences, and personalised service. Marriott International is one of the world’s largest hospitality companies, with a broad portfolio of hotel brands and properties across many countries. Employees generally work within structured service standards and may receive training, career development opportunities, staff benefits, and access to international hospitality experience, subject to local employment terms and hotel policy.