job description
Are you a passionate hospitality professional looking to lead a dynamic team in delivering exceptional guest experiences? PT. Harapan Graha Niaga is seeking a Team Leader – Guest Relations & Operations to oversee our guest relations team and ensure seamless operations across our premier locations in Bali.
In this role, you will be the face of our brand, fostering a culture of warmth, efficiency, and excellence. You will mentor and develop your team, resolve guest concerns with grace, and drive operational improvements to elevate our service standards. This is a fantastic opportunity to grow your career in hospitality while working in some of Bali’s most vibrant and sought-after destinations.
If you thrive in fast-paced environments, have a knack for problem-solving, and are committed to creating unforgettable guest experiences, we want to hear from you!
Responsibility
- Lead and supervise the guest relations team, ensuring high standards of service and professionalism.
- Handle guest inquiries, complaints, and feedback with empathy and efficiency, ensuring prompt resolution.
- Develop and implement training programs to enhance team performance and guest satisfaction.
- Monitor daily operations, identifying areas for improvement and implementing best practices.
- Collaborate with other departments to ensure seamless guest experiences from check-in to check-out.
- Maintain accurate records of guest interactions, feedback, and operational reports.
- Foster a positive and motivating work environment, encouraging teamwork and professional growth.
- Stay updated on industry trends and competitor activities to recommend innovative service enhancements.
Qualifications
- Minimum of 3 years of experience in guest relations, hospitality, or a related field, with at least 1 year in a leadership role.
- Excellent communication and interpersonal skills, with fluency in English and Bahasa Indonesia.
- Strong problem-solving abilities and a proactive approach to guest service.
- Proven ability to lead, mentor, and develop a team in a high-pressure environment.
- Proficiency in hospitality management software and Microsoft Office Suite.
- Flexibility to work in shifts, including weekends and holidays, as required.
- A customer-centric mindset with a passion for delivering exceptional service.
- Relevant degree or certification in Hospitality Management, Tourism, or a related field is a plus.