A luxury resort nestled in a quieter area of Canggu, Bali, offering a seamless blend of modern elegance and traditional Balinese charm, is looking for a Guest Relations Manager to join their team.

The ideal candidate for the Guest Relations Manager is a hospitality professional with a strong passion for delivering personalised and exceptional guest experiences. They should have excellent interpersonal and communication skills to build strong relationships with guests and anticipate their needs, ensuring a seamless and memorable stay. A proactive attitude, cultural sensitivity, and a commitment to luxury hospitality are essential for this role.

Requirements :

• Open for local and expat candidates.
• Bachelor’s Degree in Hospitality Management, Tourism, or a related field.
• Minimum three years of experience in guest relations or front office roles, with at least two years in a managerial capacity, preferably in a luxury resort or similar high-end establishment.
• Proficiency in English both verbal and written.
• Proven ability to deliver exceptional guest experiences, with a strong focus on anticipating and fulfilling guest needs.
• Skilled at handling guest complaints with diplomacy and ensuring prompt resolution.
• Outstanding communication and relationship-building abilities with guests and team members alike.
• Demonstrated capability to manage, train, and inspire a team to uphold luxury service standards.
• Understanding and respect for diverse cultures, ensuring a welcoming environment for international guests.
• Familiarity with property management systems (PMS) and CRM tools to streamline guest interactions and feedback.
• Meticulous approach to maintaining the highest standards of guest satisfaction and operational efficiency.
• Willingness to work varied hours, including weekends and holidays, to meet operational needs.

Responsibilities :

• Check and ensure the VIPs assigned rooms are prepared according to the hotel's standard and all necessary amenities, VIP benefits and guest supplies are properly extended.
• Meet and greet all VIP guests, assist with registration, and escort to room with a personalised service.
• Gather important guest information like birthdays, anniversary or others to create, maintain or update guest history.
• Answers all general inquiries pertaining to the hotel.
• Keeps information material updated.
• Has an accurate knowledge of hotels and the tourism destinations especially in Bali and surrounding areas.
• Handles guest complaints / concerns, serves as a liaison with necessary departments.
• Grabs and enroll the company as much as possible and gives details regarding the company’s membership program.
• Record all the company enrollment and transactions to the report sheet provided.
• Encourage guests to write a review about rooms and breakfast and overall experiences.
• Attends and contributes to Departmental briefing and sharing sessions.
• Provide a courteous and professional service at all times.
• Willingly attends hotel training sessions as scheduled to improve skills and knowledge.
• Handles guest and employee enquiries in a courteous and efficient manner, reporting complaints or problems if no immediate solution can be found, whilst feeding back a prompt follow up.
• Knowledgeable in statutory legislation in employee and industrial relations, understanding and strictly adhering to rules & regulations established in the employee handbook and the hotels policies concerning fire, hygiene and health & safety.
• Ensure high standards of personal presentation & grooming.
• Maintains positive guest and colleague interactions with good working relationships.

Benefits:

Salary according to experience + KITAS

Job Type: Full-time