job description
Join The Fullerton Hotels and Resorts in Bali as a Guest Relations Officer (F&B) and become the face of exceptional hospitality in one of the world’s most sought-after luxury destinations. In this pivotal role, you will ensure every guest enjoys a seamless, memorable dining experience by delivering personalized service, anticipating needs, and resolving concerns with grace and efficiency.
Bali’s vibrant culinary scene and world-class resorts demand professionals who combine warmth with precision. Your ability to monitor guest satisfaction, handle feedback proactively, and uphold the highest standards of service will directly contribute to our reputation for excellence. Whether engaging with international travelers or local patrons, you’ll play a key role in creating moments that define luxury hospitality.
This is more than a job—it’s an opportunity to grow in a dynamic environment where your passion for service and attention to detail will be recognized and rewarded. If you thrive in fast-paced settings and take pride in exceeding expectations, we invite you to apply.
Responsibility
- Provide attentive, personalized service to guests at every table, ensuring a memorable dining experience.
- Monitor guest satisfaction in real-time and proactively address any concerns or complaints with professionalism and empathy.
- Follow the instant pacification protocol to resolve issues swiftly, maintaining guest trust and loyalty.
- Collaborate with F&B teams to coordinate seamless service, from reservations to meal delivery.
- Anticipate guest needs, offering recommendations on menu items, wine pairings, or special requests.
- Maintain accurate records of guest feedback and escalate recurring issues to management for continuous improvement.
- Uphold brand standards for presentation, etiquette, and service excellence in all interactions.
- Assist in training new staff on guest relations best practices and company service philosophies.
Qualifications
- Minimum 2 years of experience in guest relations, F&B service, or hospitality, preferably in a luxury hotel or resort.
- Fluent in English (additional languages, especially Indonesian or Mandarin, are a plus).
- Exceptional communication and interpersonal skills, with a natural ability to connect with diverse guests.
- Strong problem-solving abilities and a calm, composed demeanor under pressure.
- Knowledge of fine dining etiquette, wine service, or menu pairings is advantageous.
- Proficiency in POS systems and guest management software (e.g., Opera, Micros).
- Flexibility to work evenings, weekends, and holidays as required by operational needs.
- Passion for delivering 5-star service with a guest-first mindset.