Guest Relations Officer | AYANA BALI

AYANA Hospitality; Provinsi Bali; On-site; IDR 100,440,000 - 167,400,000; Full time

Job summary

AYANA Hospitality in Bali's finest 5-star resort is seeking an energetic Rooms team member with an elegant demeanor to greet guests, assist VIPs, and promote resort services.

You will review arrival lists, prepare welcome folders, provide information on amenities, handle inquiries, and escalate issues to the Guest Relations Manager when needed. Fluency in Korean, Mandarin, or Japanese is required; a Rooms Division diploma is preferred; OPERA PMS experience is a plus.

Qualifications

• Minimum 1 year of experience in a 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 related field; Bachelor's degree is desirable.
• Experience using OPERA PMS is an advantage.
• VIP guest experience is an advantage.

Responsibilities

• Review arrival lists to welcome guests.
• Attend to special guests (e.g. VIPs) and answer 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 tasks (e.g. arranging travel, taking messages).
• Address customer complaints and escalate to Guest Relations Manager when needed.
• Ensure compliance with health and quality standards.

Skills

Korean

Mandarin

Japanese

Education

Rooms Division Diploma

Bachelor’s degree desirable

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 escclate to Guest Relations Manager when needed
• Ensure compliance with health and quality standards

Requirements

• 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