Guest Relations Officer (GRO)

PT. IAS HOSPITALITY INDONESIA; Balikpapan; On-site; IDR 33,480,000 - 55,800,000; Full time

Job summary

PT. IAS Hospitality Indonesia seeks a friendly lounge attendant to assist guests at Sepinggan airport lounge in Balikpapan. You will help with seating, provide flight information, and support guests with special needs while upholding service standards.

The ideal candidate has at least a Diploma 1 in hospitality or related field, good English, neat appearance, and willingness to work shifts, including weekends and holidays. Fresh graduates are welcome; prior hospitality internship is a plus.

Qualifications

• Minimum Diploma 1 (D1) education, preferably in Hotel Management, Tourism, Hospitality Management, or related field
• Experience in hospitality, hotel, lounge, airline, guest relations, customer service, or front office is an advantage
• Fresh graduates with hospitality internship experience are welcome to apply
• Active communication ability in English; proficiency in other foreign languages is an advantage
• Very good communication and interpersonal skills
• Neat and professional appearance according to company grooming standards
• Willing to work on shift system, including weekends and public holidays
• Willing to be placed at Bandar Udara Internasional Sultan Aji Muhammad Sulaiman Sepinggan, Balikpapan
• Able to join as soon as possible

Responsibilities

• Provide assistance to guests, including helping with seating arrangements according to guest needs
• Collect feedback and CSI
• Monitor lounge area regularly to ensure guest comfort and needs are met
• Provide departure reminders to guests approaching flight times
• Assist guests in obtaining flight information, including schedule changes and departure gates
• Provide assistance to guests with special needs, including elderly guests, guests with disabilities, and families travelling with children
• Handle guest questions, requests, and complaints in a friendly, prompt, and professional manner
• Coordinate with operational teams to ensure lounge service runs smoothly
• Execute duties according to standard operating procedures and company service standards

Skills

English communication

Customer service

Interpersonal skills

Teamwork

Education

Diploma 1 (D1) in Hospitality/related field

Job description

Provide assistance to guests at Bandar Udara Internasional Sultan Aji Muhammad Sulaiman Sepinggan lounge, including seating arrangements, flight information, and support for guests with special needs. Monitor the lounge regularly to ensure guest comfort and coordinate with operational teams to maintain service standards.

Key responsibilities

Provide assistance to guests, including helping with seating arrangements according to guest needs

Collect feedback and Customer Satisfaction Index (CSI)

Monitor lounge area regularly to ensure guest comfort and needs are met

Provide departure reminders to guests approaching flight times

Assist guests in obtaining flight information, including schedule changes and departure gates

Provide assistance to guests with special needs, including elderly guests, guests with disabilities, and families travelling with children

Handle guest questions, requests, and complaints in a friendly, prompt, and professional manner

Coordinate with operational teams to ensure lounge service runs smoothly

Execute duties according to standard operating procedures and company service standards

About you

Minimum Diploma 1 (D1) education, preferably in Hotel Management, Tourism, Hospitality Management, or related field

Experience in hospitality, hotel, lounge, airline, guest relations, customer service, or front office is an advantage

Fresh graduates with hospitality internship experience are welcome to apply

Active communication ability in English; proficiency in other foreign languages is an advantage

Very good communication and interpersonal skills

Neat and professional appearance according to company grooming standards

Physical posture and condition that support service delivery and mobility in lounge area

Friendly, confident, responsive, proactive, and strong service mindset

Able to handle guest needs and complaints professionally

Able to work individually and as part of a team

Willing to work on shift system, including weekends and public holidays

Willing to be placed at Bandar Udara Internasional Sultan Aji Muhammad Sulaiman Sepinggan, Balikpapan

Able to join as soon as possible