job description
Join PT Mitra Ella Indonesia, a leading name in luxury wellness and hospitality, and become a pivotal part of our growing team in Bali’s most sought-after destinations: Canggu, Ubud, Denpasar, Jimbaran, Nusa Dua, Kuta, and Badung. As a Guest Relations Officer (GRO), you will be the face of our brand, ensuring every guest experiences unparalleled service, comfort, and satisfaction in our premium wellness resorts and luxury villas.
In this role, you will thrive in a dynamic, fast-paced environment where attention to detail, cultural sensitivity, and a passion for hospitality are paramount. Whether you’re welcoming international guests, coordinating bespoke experiences, or resolving inquiries with grace, your contributions will directly impact our reputation for excellence. Bali’s booming tourism and wellness industry offers a unique opportunity to grow your career while enjoying the island’s vibrant culture, stunning landscapes, and world-class amenities.
If you are a natural problem-solver with a flair for communication and a commitment to delivering wow moments, we invite you to join our team. This is more than a job—it’s a chance to shape unforgettable experiences in one of the world’s most desirable destinations.
Responsibility
- Serve as the primary point of contact for guests, ensuring their needs are met with professionalism and warmth from arrival to departure.
- Coordinate and personalize guest experiences, including wellness programs, dining reservations, and local excursions, to exceed expectations.
- Handle guest inquiries, feedback, and complaints with diplomacy, resolving issues promptly to maintain high satisfaction levels.
- Collaborate with cross-functional teams (e.g., housekeeping, F&B, spa) to ensure seamless service delivery and operational efficiency.
- Maintain up-to-date knowledge of resort amenities, local attractions, and cultural events to provide tailored recommendations.
- Assist with check-in/check-out processes, including managing documentation, payments, and special requests.
- Monitor guest preferences and maintain detailed records to anticipate needs and enhance future stays.
- Uphold the company’s brand standards and contribute to a positive, inclusive work environment.
Qualifications
- Minimum 1–2 years of experience in guest relations, hospitality, or a customer-facing role in luxury resorts, hotels, or wellness centers.
- Fluency in English (written and spoken); additional languages (e.g., Mandarin, Russian, Japanese) are a plus.
- Exceptional interpersonal and communication skills, with a knack for building rapport with diverse guests.
- Strong problem-solving abilities and a proactive approach to anticipating guest needs.
- Proficiency in Microsoft Office and hospitality management software (e.g., Opera PMS, Amadeus).
- Ability to work flexible hours, including weekends and holidays, in a fast-paced environment.
- Diplomatic demeanor with a commitment to delivering 5-star service under pressure.
- Passion for wellness, travel, and cultural exchange; familiarity with Bali’s tourism industry is advantageous.