Gues Relation Officer

PT PELANGI BAHAGIA INDONESIA; Denpasar; On-site; IDR 61,380,000 - 83,700,000; Full time

Job summary

Reload Sanctuary in Bali seeks a confident Guest Relations Officer to create warm, memorable experiences for every guest. You will mingle with guests, identify preferences, collect feedback, and connect them with the right services and team members.

Fluent English and Bahasa Indonesia are essential, with strong interpersonal skills to build relationships with regulars, first-time visitors, and VIP guests. You will coordinate with Reception, Fitness, F&B, Spa, and Housekeeping to ensure seamless

Qualifications

• 1–2 years in guest relations or related roles.
• Fluent in English; Bahasa Indonesia helpful.
• Excellent interpersonal and communication abilities.
• Capable of multi-department coordination.

Responsibilities

• Proactively welcome and engage guests throughout Reload Sanctuary.
• Build relationships with regulars, first-time visitors, and VIP guests.
• Provide accurate information on facilities, memberships, and classes.
• Coordinate with departments to fulfill guest needs.
• Handle guest data, maintain CRM records, and follow up.

Skills

Customer service

English fluency

Interpersonal skills

Communication

Hospitality experience

CRM familiarity

Tools

CRM systems

Job description

Company: Reload Sanctuary
Location: Padang Linjong, Canggu, Bali
Department: Operations / Front of House
Reports to: Front of House Supervisor / Operations Manager

Job Summary

The Guest Relations Officer is responsible for creating a warm, engaging, and memorable experience for every guest at Reload Sanctuary. This position requires someone who is confident, friendly, stylish, and comfortable initiating conversations with both local and international guests.

The role focuses on mingling with guests, building genuine relationships, collecting guest information and feedback, identifying their preferences, and connecting them with the appropriate services, facilities, or team members within Reload Sanctuary.

Key Responsibilities

Guest Engagement and Relationship Building

• Proactively approach, welcome, and engage with guests throughout Reload Sanctuary.
• Initiate friendly and natural conversations without making guests feel pressured or uncomfortable.
• Mingle with guests in operational areas to ensure they feel welcomed, recognized, and properly assisted.
• Build professional relationships with regular members, first-time visitors, VIP guests, and potential members.
• Remember guest names, preferences, interests, and previous experiences whenever possible.
• Introduce guests to other members or relevant team members when appropriate.
• Maintain positive interaction with guests while respecting their privacy and personal space.

Guest Experience

• Ensure guests receive a consistently warm, personalized, and professional experience.
• Provide accurate information regarding Reload Sanctuary’s facilities, services, memberships, classes, personal training, recovery treatments, events, and promotions.
• Conduct facility tours for potential members and first-time guests.
• Observe the guest journey and identify opportunities to improve their experience.
• Follow up with guests regarding their visit, feedback, requests, or unresolved concerns.
• Coordinate with Reception, Fitness, F&B, Spa, Housekeeping, and other departments to fulfill guest needs.
• Handle minor complaints professionally and elevate serious or sensitive concerns to the appropriate supervisor or manager.

Guest Data Collection

• Collect guest information accurately and professionally with the guest’s consent.
• Update guest profiles, preferences, feedback, visit history, and relevant notes in the approved company system.
• Identify potential leads and communicate relevant guest interests to the Sales or Membership team.
• Prepare daily or weekly summaries of guest interactions, feedback, potential leads, complaints, and follow-up actions.
• Maintain the confidentiality and security of all guest information.
• Ensure guest data is collected and used only for authorized business purposes.

Communication and Brand Representation

• Communicate confidently and professionally in English and Bahasa Indonesia.
• Represent Reload Sanctuary’s image, values, and service standards at all times.
• Maintain confident body language, positive energy, and a friendly presence.
• Support company events, community activities, special programs, and VIP visits.
• Promote Reload Sanctuary naturally through conversation without using an aggressive sales approach.
• Maintain professional communication through WhatsApp, telephone, email, and face-to-face interaction.

Qualifications

• Minimum 1–2 years of experience in guest relations, hospitality, lifestyle venues, fitness clubs, luxury hotels, restaurants, beach clubs, or similar customer-facing roles.
• Confident and fluent in conversational English.
• Excellent interpersonal and communication skills.
• Comfortable initiating conversations and interacting with new people.
• Confident, outgoing, approachable, and socially aware.
• Well-groomed, stylish, attractive, and able to represent a premium wellness and lifestyle brand professionally.
• Strong ability to read guest behavior and adapt communication style accordingly.
• Good administrative skills and attention to detail when collecting and recording guest information.
• Able to handle guest complaints calmly and professionally.
• Familiarity with CRM, membership, reservation, or guest-management systems is an advantage.
• Able to work flexible schedules, including weekends, evenings, and public holidays when required.

Key Competencies

• Guest-focused mindset
• Confidence and strong personal presence
• English communication
• Relationship building
• Social and conversational skills
• Guest data collection
• Service recovery
• Attention to detail
• Cross-department coordination
• Professional grooming and appearance
• Discretion and confidentiality
• Initiative and adaptability

Performance Indicators

• Number and quality of meaningful guest interactions.
• Accuracy and completeness of guest data collected.
• Number of qualified leads referred to the Sales or Membership team.
• Guest feedback and satisfaction.
• Follow-up completion rate.
• Complaint response and resolution time.
• Contribution to repeat visits and guest retention.
• Compliance with grooming, communication, and service standards.
• Quality of coordination with operational departments.

Professional Appearance

The Guest Relations Officer must maintain a clean, polished, stylish, and professional appearance that reflects the premium image of Reload Sanctuary. Appearance standards must remain appropriate for the workplace and consistent with company grooming policies.