Guest Relations Officer (Korean / Russian Speaker) at The Apurva Kempinski Bali

Kempinski Hotels; Provinsi Bali; On-site; IDR 100.000.000 - 200.000.000; Full time

Job summary

A leading luxury hotel chain in Bali is seeking a Guest Relations Officer who is fluent in Russian or Mandarin or Korean. The ideal candidate will ensure excellent guest experience by welcoming guests and addressing any concerns with high professionalism. Minimum 2 years of experience in hospitality or customer service is required for this full-time role.

Qualifications

• Indonesia citizen required.
• Minimum 2 years experience in hospitality or customer service.
• Must communicate effectively in multiple languages.

Responsibilities

• Welcome, meet, and farewell hotel guests as the Hotel Ambassador.
• Ensure communication with guests meets high service standards.
• Handle guest complaints efficiently and follow up when necessary.

Skills

Fluent in Russian/Mandarin/Korean

Proficient in English

Excellent communication skills

Interpersonal skills

Problem-solving ability

Multitasking ability

High level of professionalism

Job description

Guest Relations Officer (Korean / Russian Speaker) at The Apurva Kempinski Bali

Department: Rooms Division, Front Office & Guest Services

Employment Type: Fixed Term - Full Time

Location: Indonesia - Bali

Reporting To: Guest Relation Manager

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

• Indonesia citizen, fluent in Russian/Mandarin/Korean (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