Guest Relations Officer (Korean/Russian/Japanese/Mandarin/Arabic Speaker) at The Apurva Kempins[...]

Kempinski Hotels; Provinsi Bali; On-site; USD 30,000 - 50,000; Full time

Job summary

An established industry player in hospitality is seeking a dynamic and engaging individual to embody the role of Lady in Red. This position is pivotal in creating memorable experiences for guests, ensuring their needs are met with the utmost professionalism. The ideal candidate will possess fluency in Japanese and proficiency in English, coupled with strong communication skills and a customer-oriented mindset. Join a team where your contributions will significantly enhance guest satisfaction and uphold the high standards of service excellence. If you are passionate about hospitality and thrive in a fast-paced environment, this opportunity is perfect for you.

Qualifications

• Minimum 2 years experience in hospitality or customer service.
• Excellent communication and interpersonal skills are essential.

Responsibilities

• Welcome and farewell hotel guests, ensuring high service standards.
• Handle guest complaints efficiently and assist with reception duties.

Skills

Japanese (spoken & written)

English proficiency

Customer service experience

Communication skills

Problem-solving ability

Multitasking ability

Professionalism

Job description

Application Deadline: 31 May 2025

Department: Rooms Division, Front Office & Guest Services

Location: Indonesia - Bali

Description

The Lady in Red is an iconic symbol of Kempinski and is in essence the Hotel Ambassador (or First Lady). As an extended arm of the General Manager she welcomes, meets and farewells hotel guests and is responsible for the communication with all guests providing highest quality service standards. The Lady in Red is empowered to take immediate decisions in respect to guest well being.

Key Responsibilities

The job of Lady in Red is executed satisfactorily when:

• LQA (Leading Quality Assurance) audit results are 85% and above.
• CSS (Customer Satisfaction Survey) results are rated on an average with “5” and above.
• Hotel and Outlets are promoted.
• Guest complaints are minimized and if occur followed up efficient and are reported to Operations team.
• In case of immediate need, the Lady in Red helps with reception duties.
  
  
  

Skills, Knowledge and Expertise

• Native or fluent in Japanese (spoken & written)
• Proficient in English; additional language is a plus
• Has minimum 2 years experience in hospitality, customer service, or a similar role
• Excellent communication and interpersonal skills
• Problem-solving and multitasking ability
• High level of professionalism and customer service orientation