Guest Experience & VIP Relations Lead

Hilton; Provinsi Bali; On-site; IDR 66,960,000 - 111,600,000; Full time

Job summary

Hilton Bali is seeking a Guest Relationship Officer to be the primary contact for guests, delivering personalized attention and memorable experiences during their stay. You will lead a team, oversee guest relations, monitor feedback, and coordinate with Front Office, Housekeeping, F&B to ensure seamless service, while maintaining high standards of grooming and guest satisfaction.

This role requires strong English, hospitality experience, and flexibility to work shifts, weekends, and holidays.

Qualifications

• Diploma or Bachelor's in Hospitality Management, Hotel Management, or related field.
• 3–5 years of Front Office or Guest Relations experience, preferably in a luxury hotel or resort.
• Supervisory or managerial experience is strongly preferred.
• Excellent communication, interpersonal, and guest engagement skills.
• Strong leadership, problem-solving, and conflict-resolution abilities.
• Proficient in hotel property management systems and guest feedback platforms.
• Good command of English; additional languages are an advantage.
• Professional appearance, positive attitude, and strong attention to detail.
• Flexible to work shifts, weekends, and public holidays as required.

Responsibilities

• Guest Experience and Satisfaction: Oversee daily guest relations operations to ensure a personalized and memorable guest experience.
• VIP and Special Guest Management: Coordinate VIP arrivals, departures, special occasions, and personalized guest amenities.
• Guest Complaint Handling and Service Recovery: Handle escalated guest complaints professionally, empathetically, and effectively.
• Team Leadership and Development: Lead, supervise, and motivate the Guest Relations team to achieve service excellence.
• Cross-Departmental Coordination: Work closely with Front Office, Concierge, Housekeeping, Food & Beverage, Engineering, Spa, and other departments to coordinate guest requirements.
• Administration and Reporting: Prepare and review guest satisfaction reports, complaint logs, VIP reports, and service recovery records.

Skills

Guest engagement

Leadership

Communication

Problem-solving

Conflict resolution

Education

Diploma or Bachelor's in Hospitality

Tools

Hotel PMS

Guest feedback platforms

Job description

Hilton Bali is seeking a Guest Relationship Officer to be the primary contact for guests, delivering personalized attention and memorable experiences during their stay. You will lead a team, oversee guest relations, monitor feedback, and coordinate with Front Office, Housekeeping, F&B to ensure seamless service, while maintaining high standards of grooming and guest satisfaction.

This role requires strong English, hospitality experience, and flexibility to work shifts, weekends, and holidays.