Guest Relations Officer | AYANA BALI

Ayana; Indonesia; On-site; IDR 120,000,000 - 180,000,000; Full time

Job summary

Ayana in Bali is seeking a guest relations professional to join our Rooms team at the premier 5-star resort. You will welcome guests, assist VIPs, and provide detailed information about amenities, venues, and services.

This role requires fluency in Korean, Mandarin, Japanese, or another relevant language and a background in Rooms Division or Hospitality Management. Prior Opera PMS experience and VIP guest handling are a plus, with a strong focus on guest satisfaction and quality standards.

Qualifications

• Minimum 1 year of experience in a luxury resort or 5-star hotel.
• Diploma in Rooms Division, Hospitality Management, or related field; bachelor's degree desirable.
• Experience with OPERA PMS is advantageous.
• Fluent in Korean, Mandarin, Japanese, or other relevant languages.
• Experience attending to VIPs and special guests is advantageous.

Responsibilities

• Review arrival lists to welcome guests
• Attend to special guests (VIPs) and answer their inquiries
• Prepare welcome folders with collateral (e.g. room service menus, area descriptions)
• Provide information about amenities, area and venues and promote services
• Anticipate guest needs and build rapport with customers
• Offer assistance with certain tasks (e.g. confirming travel arrangements, taking messages)
• Address customer complaints and escalate to Guest Relations Manager when needed
• Ensure compliance with health and quality standards

Skills

Guest relations

Multilingual

VIP guest handling

Problem solving

Education

Diploma in Rooms Division

Hospitality management degree

Tools

OPERA PMS

Job description

We are in search of talent with an energetic personality and elegant demeanor to work with our Rooms team at the finest 5-star luxury resort in Bali.

Responsibilities

• Review arrival lists to welcome guests
• Attend to special guests (e.g. VIPs) and answer their inquiries
• Help prepare welcome folders with collateral (e.g. room service menus, area descriptions)
• Provide information about amenities, area and venues and promote services
• Anticipate guest needs and build rapport with customers
• Offer assistance with certain tasks (e.g. confirming travel arrangements, taking messages)
• Address customer complaints and escape to Guest Relations Manager when needed
• Ensure compliance with health and quality standards

• Minimum of 1 year of experience in the same or a similar position in a large luxury resort or 5-star hotel
• Experience handling guest inquiries, feedback, and complaints professionally
• Fluent in Korean, Mandarin, Japanese, or another relevant language
• Diploma in Rooms Division, Hospitality Management, Hotel Management, or other relevant fields. Bachelor's degree is desirable
• Experience using OPERA PMS is an advantage
• Experience attending to VIPs and special guests is an advantage
• Experience assisting guests with arrangements such as transportation, reservations, travel arrangements, and messages is an advantage