job description
Join The Hospitality Group as a Guest Relations Officer (Supervisory Level) and elevate your career in Bali’s thriving luxury hospitality industry. This is a unique opportunity to lead a dynamic team in delivering exceptional guest experiences while working in some of the most sought-after destinations in Indonesia—Canggu, Ubud, Denpasar, Jimbaran, Nusa Dua, Kuta, or Badung.
As a key member of our guest services team, you will oversee front-line operations, ensure seamless check-ins/outs, and foster lasting relationships with international and domestic guests. Your leadership will directly impact guest satisfaction, brand reputation, and operational excellence in a fast-paced, multicultural environment.
If you are a passionate, detail-oriented professional with a flair for service excellence and team management, we invite you to apply. Competitive compensation, career growth, and the chance to live and work in paradise await you.
Responsibility
- Supervise and mentor a team of Guest Relations Officers to ensure consistent, high-quality service aligned with brand standards.
- Oversee guest check-in/out processes, resolving any issues promptly to enhance satisfaction.
- Act as the primary point of contact for VIP guests, anticipating needs and delivering personalized experiences.
- Collaborate with cross-functional teams (Housekeeping, F&B, Concierge) to streamline guest requests and resolve complaints.
- Monitor and analyze guest feedback (reviews, surveys) to implement service improvements.
- Train staff on hospitality best practices, cultural sensitivity, and conflict resolution.
- Maintain accurate records of guest preferences, special requests, and operational metrics.
- Uphold health, safety, and compliance standards in all guest interactions.
Qualifications
- Minimum 3+ years of experience in guest relations, front office, or customer service within the hospitality industry (luxury hotels/resorts preferred).
- Proven supervisory or team leadership experience in a high-volume environment.
- Fluent in English (written and spoken); proficiency in Indonesian (Bahasa) is a plus.
- Exceptional communication, interpersonal, and problem-solving skills.
- Strong understanding of hospitality software (PMS, CRM) and Microsoft Office Suite.
- Ability to work flexible hours, including weekends, holidays, and shift rotations.
- Degree in Hospitality Management, Tourism, or related field is advantageous.
- Passion for service excellence and a guest-first mindset.