Guest Experience Lead — VIP & Operations

PT. Balitrip Wisata; Denpasar Selatan; On-site; IDR 66,960,000 - 83,700,000; Full time

Job summary

PT. Balitrip Wisata is seeking a Guest Relations Officer to supervise daily GRO activities, manage rosters, coordinate arrivals and VIP guests, and ensure smooth guest movements across operations.

The role requires strong English, a service mindset, and the ability to handle complaints professionally; you will collaborate with hotel, transport, and activity providers to deliver outstanding guest experiences.

Qualifications

• Diploma or degree in Tourism, Hospitality or related field.
• At least 1 year of relevant experience preferred.
• Excellent English communication and customer-service skills.
• Strong relationship-building and problem-solving abilities.
• Proficient with email and Microsoft Office.

Responsibilities

• Supervise GRO daily activities, rosters and shifts to ensure coverage.
• Coordinate GRO assignments for arrivals, departures, VIP guests and excursions; communicate guest requirements.
• Monitor quality and consistency of GRO service across the guest journey.
• Act as first escalation for serious guest complaints and coordinate service recovery.
• Work with Operations, Transport, Hotels, Restaurants, and Activity Providers to ensure smooth guest movements.
• Maintain daily records of guest feedback, complaints and incidents; identify improvements.

Skills

Strong communication

English proficiency

Customer service mindset

Relationship building

Multitasking

Problem-solving

Microsoft Office

Email proficiency

Education

Diploma/Bachelor in Tourism or Hospitality

1 year experience in guest relations

Tools

Microsoft Office

Job description

PT. Balitrip Wisata is seeking a Guest Relations Officer to supervise daily GRO activities, manage rosters, coordinate arrivals and VIP guests, and ensure smooth guest movements across operations.

The role requires strong English, a service mindset, and the ability to handle complaints professionally; you will collaborate with hotel, transport, and activity providers to deliver outstanding guest experiences.