Guest Experience Officer

The Mesa Bali; Denpasar; On-site; IDR 66,960,000 - 133,920,000; Full time

Job summary

The Mesa Bali is seeking a Guest Relation Officer in Denpasar to ensure warm, professional guest interactions and a memorable experience for all visitors. You will handle reservations, inquiries, and guest needs while coordinating with other departments to deliver top-tier service.

Ideal candidates have hospitality experience, strong English communication, a friendly demeanor, and the ability to work under pressure in a fast-paced setting. Flexible shifts and teamwork are essential in this role.

Qualifications

• Experience in Guest Experience, Front Office, Hospitality, Restaurant, or similar roles preferred.
• Excellent communication and interpersonal skills.
• Good command of English, both spoken and written.
• Friendly, confident, and approachable personality.
• Strong customer service mindset.
• Able to handle complaints professionally.
• Well-groomed and presentable.
• Able to work under pressure in a fast-paced environment.
• Flexible to work shifts, weekends, and public holidays.
• Strong teamwork and coordination skills.

Responsibilities

• Welcome and greet guests in a warm, friendly, and professional manner.
• Assist guests with reservations, seating arrangements, and general inquiries.
• Provide accurate information regarding venue facilities, services, events, and promotions.
• Build and maintain positive relationships with guests.
• Monitor guest satisfaction and proactively identify their needs.
• Handle guest requests, feedback, and complaints professionally and promptly.
• Coordinate with relevant departments to ensure guest requests are handled efficiently.
• Assist with VIP and special guest arrangements when required.
• Maintain a good understanding of daily operations, menus, events, and venue policies.
• Follow up on guest feedback and communicate important information to the management team.
• Maintain a professional appearance and excellent personal grooming at all times.
• Support the team during busy periods and special events.
• Perform other duties related to guest relations as assigned by the management.

Skills

Guest experience

Front office

Hospitality

Communication

English language

Teamwork

Customer service

Job description

GUEST RELATION OFFICER

Position Overview

The Guest Experience Officer (GEO) is responsible for ensuring a warm, professional, and memorable experience for all guests. The role focuses on guest engagement, providing excellent service, handling guest requests and concerns, and maintaining positive relationships with guests throughout their visit.

Key Responsibilities

• Welcome and greet guests in a warm, friendly, and professional manner.
• Assist guests with reservations, seating arrangements, and general inquiries.
• Provide accurate information regarding venue facilities, services, events, and promotions.
• Build and maintain positive relationships with guests.
• Monitor guest satisfaction and proactively identify their needs.
• Handle guest requests, feedback, and complaints professionally and promptly.
• Coordinate with relevant departments to ensure guest requests are handled efficiently.
• Assist with VIP and special guest arrangements when required.
• Maintain a good understanding of daily operations, menus, events, and venue policies.
• Follow up on guest feedback and communicate important information to the management team.
• Maintain a professional appearance and excellent personal grooming at all times.
• Support the team during busy periods and special events.
• Perform other duties related to guest relations as assigned by the management.

Requirements

• Previous experience in Guest Experience, Front Office, Hospitality, Restaurant, or similar roles is preferred.
• Excellent communication and interpersonal skills.
• Good command of English, both spoken and written.
• Friendly, confident, and approachable personality.
• Strong customer service mindset.
• Able to handle complaints and difficult situations professionally.
• Well-groomed and presentable.
• Able to work under pressure in a fast-paced environment.
• Flexible to work shifts, weekends, and public holidays.
• Strong teamwork and coordination skills.