Guest Relation Officer (Villa Management)

PT. Turnkey Properties Indonesia (Betterplace Property Management & Real Estate); Provinsi Bali; On-site; IDR 60,000,000 - 90,000,000; Full time

Job summary

PT. Turnkey Properties Indonesia (Betterplace Property Management & Real Estate) seeks a Guest Relation Officer to deliver exceptional on-site experiences in Bali.

You will manage VIP check-ins/outs, handle guest messages, and coordinate with housekeeping and maintenance to ensure swift responses and high satisfaction. Responsibilities include VIP journey management, mandatory courtesy visits, proactive guest outreach, and driving positive OTA reviews while reporting feedback to improve service

Responsibilities

• Handle VIP 1 & VIP 2 guest check-ins and check-outs with a personalized and professional approach.
• Manage the entire journey of VIP guests, from a seamless arrival experience to a thoughtful farewell.
• Maintain VIP guest profiling, recording preferences, special requests, and feedback for future stays.
• Conduct mandatory courtesy visits according to policy: Premium Properties (ADR $200+) first-night visit for stays of 2+ nights.
• Daily courtesy visits for Complaint Guests from issue Raised until resolved, including farewell on check-out.
• Courtesy visits for Long-Stay Guests (5+ nights, ADR $100+) on first night and every 3 days.
• Perform courtesy visits for regular guests to ensure comfort and enhanced stay experience.
• Work with Guests Support Team as the primary contact for guest messages across platforms.
• Provide on-site assistance, responding to inquiries and requests promptly.
• Resolve guest concerns and escalate complex issues to GRM when needed.
• Coordinate with housekeeping, maintenance, and area managers for quick support.
• Encourage guests to share positive reviews on OTA platforms and Google Business.
• Report all feedback, complaints, and unresolved issues to GRM for continuous improvement.
• Deliver exceptional, personalized service reflecting Betterplace's commitment to guest satisfaction.
• Handle guest complaints with empathy and proactive problem-solving, ensuring resolution.

Job description

The Guest Relation Officer (GRO) is responsible for delivering exceptional on-site guest experiences, including handling VIP check-ins/check-outs, conducting mandatory courtesy visits, managing guest messages within their coverage area, and ensuring high standards of service and guest satisfaction.

Key Responsibilities

VIP Guest Management

Handle VIP 1 & VIP 2 guest check-ins and check-outs with a personalized and professional approach.

Manage the entire journey of VIP guests, from a seamless arrival experience to a thoughtful farewell.

Maintain VIP guest profiling, recording preferences, special requests, and feedback for future stays.

Courtesy Visits & Regular Guest Care

Conduct mandatory courtesy visits according to the following policy:

Premium Properties (ADR $200+): First-night courtesy visit for guests staying 2 nights or more.

Complaint Guests: Daily courtesy visits starting from the day the issue is raised until the problem is resolved and the guest feels recovered, including a farewell on check-out.

Long-Stay Guests (5 nights and up, ADR $100+): Courtesy visit on the first night and every 3 days throughout their stay.

Perform courtesy visits for regular guests to ensure comfort, address needs, and enhance their stay experience.

Guest Communication & On-Site Support

Work closely with Guests Support Team to serve as the primary point of contact for guest messages (WhatsApp, OTA chat, or other platforms) within the assigned area.

Provide on-site assistance, responding to inquiries and requests promptly.

Resolve guest concerns directly and elevate complex issues to the GRM when necessary.

Coordinate with housekeeping, maintenance, and area managers to ensure quick and efficient guest request handling.

Encourage guests to share positive reviews on OTA platforms and Google Business.

Report all guest feedback, complaints, and unresolved issues to the GRM for continuous improvement.

Service Quality & Recovery

Deliver exceptional, personalized service that reflects Betterplace's commitment to guest satisfaction.

Handle guest complaints with empathy and proactive problem-solving, ensuring issues are resolved and guests feel cared for.