Guest Relation Officer (Supervisory Level)

Hospitality; Lombok; On-site; IDR 66,960,000 - 111,600,000; Full time

Benefits offered by this job

Uniforms & meals

Annual leave

Career growth

Service charge

Job summary

Kanalla Boutique Hotel in Lombok seeks a Guest Relation Officer (Supervisory Level) to deliver warm, personalized guest experiences, manage front desk duties, supervise staff, and coordinate with departments to meet guest needs. The role requires min 2–3 years in Guest Relations or Front Office, a related degree, excellent English, and familiarity with GuestPro PMS and OTA extranets.

Willingness to work shifts including weekends is essential.

Qualifications

• Min. D3 / S1 in Hospitality, Tourism, or related field.
• Min. 2–3 years experience in Guest Relations or Front Office.
• Min. 1 year in a supervisory or senior role.
• Excellent English written and spoken.
• Familiar with GuestPro PMS and OTA Extranets (Booking.com, Agoda, Airbnb).
• Warm, empathetic and passionate about guest experience.
• Strong written communication for guest messaging and review replies.

Responsibilities

• Deliver a warm, personalized welcome to every guest from first contact.
• Learn and remember guest preferences, occasions, and details.
• Coordinate with departments to fulfill guest needs seamlessly.
• Respond to guest messages via WhatsApp, OTA platforms, and email within 2 hours.
• Supervise Front Office staff during shifts and mentor juniors.
• Address concerns promptly and escalate when needed.

Skills

Excellent English communication

Strong written communication

Proactive and detail-oriented

Calm under pressure

Customer service oriented

Flexible to weekend shifts

Education

D3 / S1 in Hospitality or related field

Tools

GuestPro PMS

OTA Extranets (Booking.com, Agoda, Airbnb)

Job description

Guest Relation Officer (Supervisory Level)

Kanalla Boutique Hotel is a boutique lifestyle property in Kuta, Lombok with 15 rooms, a main pool, and a restaurant & bar. We believe every guest deserves a personalised, memorable, and heartfelt experience — and the Guest Relation Officer is at the heart of making that happen.

WHAT YOU WILL DO

Personalized Guest Experience

• Deliver a warm, personalized welcome to every guest from the moment of first contact
• Learn and remember guest preferences, special occasions, and personal details
• Arrange surprises, special setups, and personalized touches for birthdays, honeymoons, and anniversaries
• Ensure every guest feels genuinely seen, valued, and taken care of throughout their stay
• Proactively identify what guests may need before they ask
• Coordinate with all departments to ensure guest needs are fulfilled seamlessly
• Monitor in-house guests daily and check in on their satisfaction
• Address any concerns or discomfort before they become complaints

Guest Communication

• Reply to all incoming guest messages via WhatsApp, OTA platforms, and email promptly and professionally — target within 2 hours
• Send pre-stay welcome messages to all arriving guests 3 days before arrival
• Send post-stay thank-you messages to all departed guests within 24 hours
• Follow up on any unresolved guest concerns after departure

Review Management

• Proactively invite satisfied guests to leave a review on Booking.com, Google, TripAdvisor, and Agoda
• Reply to all guest reviews on all OTA platforms within 24 hours in a warm, professional, and brand-aligned manner
• Monitor OTA rating daily — target 9.0 and above across all platforms
• Analyze review trends and report recurring issues to management for action
• Check, confirm, and follow up on all incoming reservations daily
• Verify guest details, special requests, and preferences prior to arrival
• Coordinate room allocation and special arrangements with Front Office and Housekeeping
• Manage modifications, cancellations, and special booking requests efficiently

Front Office Supervision

• Supervise Front Office staff during shift and ensure service standards are consistently met
• Brief and guide the team at the start of each shift on arrivals, VIPs, and special requirements
• Support and mentor junior Front Office staff in guest handling and communication skills
• Escalate and resolve guest complaints calmly, professionally, and with full ownership

WHAT WE NEED

• Min. D3 / S1 in Hospitality, Tourism, or related field
• Min. 2–3 years experience in Guest Relations or Front Office
• Min. 1 year in a supervisory or senior role
• Excellent English communication — written and spoken (mandatory)
• Familiar with GuestPro PMS and OTA Extranets (Booking.com, Agoda, Airbnb)
• Warm, empathetic, and genuinely passionate about guest experience
• Strong written communication for guest messaging and review replies
• Well-groomed at all times
• Proactive, detail-oriented, and calm under pressure
• Flexible to work shifts including weekends and public holidays

KEY TARGETS

• OTA Overall Rating: 9.0 and above
• Review Response Rate: 95%+ within 24 hours
• Pre-Stay Message Rate: 100% of all arrivals
• Post-Stay Message Rate: 100% of all departures
• Guest Complaint Resolution: 100% resolved before departure
• Review Collection Target: Min. 80% of guests invited to review

WHAT WE OFFER

• Competitive salary based on experience
• Service charge distribution based on KPI achievement
• Uniforms & meals provided
• Annual leave as per Indonesian Labor Law
• Career growth and development in a growing boutique property
• A warm, professional, and supportive working environment

Only shortlisted candidates will be contacted.