Guest Relation Officer

PT. CANTINA MEXICANA BALI; Provinsi Bali; On-site; IDR 55,800,000 - 78,120,000; Full time

Job summary

Lola’s in Bali is seeking a Guest Relation Officer (GRO) to manage reservations, greet guests, and ensure smooth seating flow. You will handle multi-channel bookings, update the reservation system, and assist guests with inquiries while maintaining a positive guest experience during peak hours.

Ideal candidates have at least 1 year in guest relations or hospitality, strong English communication, and the ability to multitask in a fast-paced restaurant environment.

Qualifications

• Minimum 1 year of experience in Guest Relations, Host/Hostess, Restaurant Reservation, Front Office, or a similar hospitality role.
• Good understanding of restaurant operations, table management, and guest flow.
• Experience using reservation systems or booking platforms is preferred.
• Strong communication and interpersonal skills.
• Good command of English, both spoken and written.
• Detail-oriented, organized, and able to manage multiple tasks in a fast-paced environment.
• Friendly, confident, presentable, and service-oriented.
• Able to work well with different teams and remain calm during busy periods.

Responsibilities

• Monitor and manage restaurant reservations from multiple booking channels and ensure all information is accurately updated in the reservation system.
• Handle reservation requests, modifications, cancellations, and special requests.
• Manage the waitlist during busy periods and provide clear information to guests regarding waiting times.
• Coordinate table allocation and seating arrangements based on reservations, restaurant capacity, and operational flow.
• Monitor guest arrivals, late arrivals, and no-shows to maximize table utilization.
• Coordinate closely with the Host/Hostess, Service Team, and Management to ensure smooth guest flow.
• Communicate important guest information, special occasions, and requests to the relevant team.
• Welcome and assist guests professionally and provide support for reservation-related inquiries.
• Identify potential reservation or operational issues and elevate them when necessary.
• Support the team in maintaining a positive and seamless guest experience, especially during peak hours.

Skills

Guest relations

Reservation management

Communication skills

English language

Tools

Reservation systems

Job description

At Lola’s, we believe great guest experiences start before the guest even takes their seat. We are looking for a Guest Relation Officer (GRO) who is organized, attentive, and confident in managing reservations while ensuring a smooth guest flow throughout the restaurant.

Job Responsibilities

Monitor and manage restaurant reservations from multiple booking channels and ensure all information is accurately updated in the reservation system.

Handle reservation requests, modifications, cancellations, and special requests.

Manage the waitlist during busy periods and provide clear information to guests regarding waiting times.

Coordinate table allocation and seating arrangements based on reservations, restaurant capacity, and operational flow.

Monitor guest arrivals, late arrivals, and no-shows to maximize table utilization.

Coordinate closely with the Host/Hostess, Service Team, and Management to ensure smooth guest flow.

Communicate important guest information, special occasions, and requests to the relevant team.

Welcome and assist guests professionally and provide support for reservation-related inquiries.

Identify potential reservation or operational issues and elevate them when necessary.

Support the team in maintaining a positive and seamless guest experience, especially during peak hours.

Job Requirement

Minimum 1 year of experience in Guest Relations, Host/Hostess, Restaurant Reservation, Front Office, or a similar hospitality role.

Good understanding of restaurant operations, table management, and guest flow.

Experience using reservation systems or booking platforms is preferred.

Strong communication and interpersonal skills.

Good command of English, both spoken and written.

Detail-oriented, organized, and able to manage multiple tasks in a fast-paced environment.

Friendly, confident, presentable, and service-oriented.

Able to work well with different teams and remain calm during busy periods.