job description
Join Tugu Hotel, a premier luxury hospitality brand, as a Guest Relations Officer and become the heart of unforgettable guest experiences. We seek a charismatic, well-presented, and hospitality-driven professional to elevate our guest interactions across our stunning properties in Bali. If you thrive in creating warm, personalized connections and ensuring every guest feels valued, this is your opportunity to shine in a dynamic and culturally rich environment.
As a Guest Relations Officer, you will be the ambassador of Tugu Hotel’s legendary hospitality, anticipating guest needs, resolving inquiries with grace, and curating bespoke experiences. Your role is pivotal in fostering guest loyalty and upholding our reputation for excellence. Located in Bali’s most iconic destinations—from the serene rice terraces of Ubud to the vibrant beaches of Canggu—you’ll work in settings that inspire both guests and team members alike.
We offer competitive compensation, career growth in a globally recognized brand, and the chance to be part of a team that celebrates Indonesian heritage and hospitality. If you’re passionate about service excellence and eager to make a lasting impression, apply today!
Responsibility
- Serve as the primary point of contact for guest inquiries, requests, and concerns, ensuring prompt and professional resolution.
- Welcome guests upon arrival, facilitate smooth check-ins/check-outs, and provide personalized recommendations for local attractions, dining, and activities.
- Anticipate guest needs and proactively offer tailored services to enhance their stay, such as arranging transportation, spa bookings, or special celebrations.
- Maintain a deep knowledge of Tugu Hotel’s amenities, promotions, and cultural offerings to effectively upsell and cross-sell services.
- Collaborate with housekeeping, F&B, and concierge teams to ensure seamless coordination and exceed guest expectations.
- Handle guest feedback—both positive and constructive—with diplomacy, escalating issues to management when necessary.
- Uphold brand standards in appearance, communication, and service delivery, reflecting Tugu Hotel’s commitment to luxury and authenticity.
- Assist in organizing VIP guest experiences, including private tours, cultural events, or exclusive dining arrangements.
Qualifications
- Minimum 2 years of experience in guest relations, front office, or customer service within the hospitality industry (luxury hotels/resorts preferred).
- Fluent in English; proficiency in Bahasa Indonesia and/or other languages is a plus.
- Exceptional interpersonal and communication skills, with a warm, approachable demeanor.
- Strong problem-solving abilities and composure under pressure in fast-paced environments.
- Impeccable grooming and professional appearance, aligning with Tugu Hotel’s brand image.
- Tech-savvy with experience using PMS (Property Management Systems) and Microsoft Office Suite.
- Passion for Indonesian culture and hospitality, with a desire to share local insights with international guests.
- Flexibility to work shifts, including weekends and holidays, in a 24/7 hospitality setting.