Guest Relations Officer (GRO)

Balinest Villa Management; Kuta Utara; On-site; IDR 66,960,000 - 100,440,000; Full time

Job summary

Balinest Villa Management in Bali seeks a proactive Guest Relations professional to warmly welcome guests, support their stay, and resolve inquiries with a high level of service. You will coordinate with Front Office, Housekeeping, and Maintenance to meet guest needs, assist with check-in/check-out, and handle VIP arrangements when required.

The role requires a Diploma or Bachelor degree in Hospitality and strong English communication, plus a friendly, guest-focused demeanor and keen

Qualifications

• Diploma (D3) or Bachelor's in Hospitality, Tourism, Hotel Management, or related field.
• Experience in Guest Relations, Front Office, Guest Services, or similar role preferred.
• Good written and spoken English communication.
• Strong interpersonal and customer service skills.
• Friendly, professional, guest-oriented personality; handle complaints calmly.
• Able to work independently and as part of a team; good time management.
• Willing to work shifts, including weekends/holidays; Bali placement.
• Experience with hotel/property management systems is an advantage.

Responsibilities

• Welcome and greet guests warmly, ensuring a positive first impression upon arrival.
• Assist guests throughout their stay and ensure they receive excellent service.
• Handle guest inquiries, requests, feedback, and complaints professionally and efficiently.
• Build and maintain positive relationships with guests to enhance guest satisfaction and loyalty.
• Coordinate with Front Office, Housekeeping, Maintenance, and other departments to meet guest needs.
• Assist with guest check-in and check-out procedures when required.
• Provide accurate information about resort facilities, services, policies, and local attractions.
• Monitor guest satisfaction and follow up on issues to ensure resolution.
• Handle special requests and VIP arrangements when necessary.
• Maintain accurate records of guest feedback and service-related matters.
• Ensure all guest interactions meet company standards and hospitality service expectations.

Skills

Communication skills

English proficiency

Interpersonal skills

Customer service

Problem solving

Time management

Team player

Shift work

Education

Diploma or Bachelor degree in Hospitality

Tools

PMS experience

Property management systems

Job description

Welcome and greet guests warmly, ensuring a positive first impression upon arrival.

Assist guests throughout their stay and ensure they receive excellent service.

Handle guest inquiries, requests, feedback, and complaints professionally and efficiently.

Build and maintain positive relationships with guests to enhance guest satisfaction and loyalty.

Coordinate with the Front Office, Housekeeping, Maintenance, and other departments to ensure guest needs are met promptly.

Assist with guest check-in and check-out procedures when required.

Provide accurate information about resort facilities, services, policies, and local attractions.

Monitor guest satisfaction and follow up on any issues to ensure they are resolved properly.

Handle special requests, guest preferences, and arrangements for VIP guests when necessary.

Maintain accurate records of guest feedback, complaints, and service-related matters.

Ensure all guest interactions meet company standards and hospitality service expectations.

Support daily resort operations and perform other duties assigned by management.

Qualifications

Minimum education of Diploma (D3) or Bachelor's Degree (S1) in Hospitality, Tourism, Hotel Management, or a related field.

Previous experience in Guest Relations, Front Office, Guest Services, or a similar hospitality role is preferred.

Good communication skills in English, both written and spoken.

Strong interpersonal and customer service skills.

Friendly, professional, well-groomed, and guest-oriented personality.

Able to handle guest complaints and challenging situations calmly and professionally.

Strong problem-solving skills and attention to detail.

Able to work independently and as part of a team.

Good coordination, time management, and organizational skills.

Flexible and willing to work in shifts, including weekends and public holidays, according to operational needs.

Proficient in basic computer applications; experience with hotel or property management systems is an advantage.

Willing to be placed at our resort or villa properties in Bali.

What We Are Looking For

We are looking for a proactive, friendly, and service-oriented individual who is passionate about hospitality and creating memorable guest experiences. The ideal candidate should be able to communicate effectively, respond to guest needs promptly, and maintain high standards of service in a professional environment.