job description
Join PT. Harapan Graha Niaga, a leading name in Baliâs luxury hospitality sector, as a Guest Relations Officer and become the heart of unforgettable guest experiences in one of the worldâs most sought-after destinations. This role is perfect for passionate, detail-oriented professionals who thrive in dynamic environments and are committed to delivering exceptional service. As the face of our properties, youâll play a pivotal role in ensuring every guest leaves with cherished memories of their stay in Bali.
In this role, youâll work across our premium locations in Canggu, Ubud, Denpasar, Jimbaran, Nusa Dua, Kuta, and Badung, collaborating with world-class teams to create seamless, personalized experiences. From warm welcomes to resolving inquiries with grace, youâll be the bridge between our guests and the luxury they expect. Enjoy competitive compensation, career growth opportunities, and exclusive staff discounts at our partner properties.
If youâre a natural problem-solver with a flair for hospitality, weâd love to hear from you. Elevate your career in Baliâs thriving tourism industry and be part of a team that sets the standard for luxury service.
Responsibility
- Welcome guests with warmth and professionalism, ensuring a seamless check-in and check-out experience.
- Act as the primary point of contact for guest inquiries, requests, and feedback, resolving issues promptly and courteously.
- Coordinate with housekeeping, front desk, and F&B teams to fulfill guest needs and exceed expectations.
- Maintain up-to-date knowledge of hotel services, local attractions, and events to provide personalized recommendations.
- Handle guest complaints with empathy and efficiency, escalating to management when necessary.
- Assist in organizing special events, VIP arrivals, and guest experiences to enhance satisfaction.
- Monitor guest satisfaction scores and implement improvements based on feedback.
- Uphold the highest standards of professionalism, confidentiality, and hospitality at all times.
Qualifications
- Minimum 1-2 years of experience in guest relations, front office, or customer service within the hospitality industry.
- Fluency in English; additional languages (e.g., Mandarin, Japanese, Russian) are a strong advantage.
- Exceptional communication and interpersonal skills, with a natural ability to connect with diverse guests.
- Diploma or degree in Hospitality Management, Tourism, or a related field (preferred but not mandatory).
- Strong problem-solving skills and the ability to remain calm under pressure.
- Proficiency in Microsoft Office and hospitality management software (e.g., Opera PMS).
- Flexibility to work in shifts, including weekends and holidays, as required by the role.
- A positive attitude, professional demeanor, and passion for delivering outstanding service.