Guest Relations Officer - Mandarin Speaking | AYANA BALI

Ayana Hospitality; Provinsi Bali; On-site; IDR 66,960,000 - 111,600,000; Full time

Job summary

Ayana Hospitality in Bali is seeking a Mandarin-speaking Guest Relations Officer to join our Rooms team at a premier 5-star luxury resort. You will warmly welcome guests, handle VIP inquiries, and assist with guest amenities and services.

The role requires 1 year in a luxury resort, Mandarin fluency with HS K3, OPERA experience, and a Diploma in Rooms Division or Hotel Management. Bachelor’s degree is desirable.

Qualifications

• 1 year of experience in a similar role at a luxury resort.
• Fluent in Mandarin with a language certificate (HSK 3 or higher).
• Experience operating the OPERA property management system.

Responsibilities

• Welcome guests by reviewing arrival lists and providing warm, attentive service.
• Attend to VIP guests and respond to inquiries with poise and accuracy.
• Create welcoming folders with menus and area descriptions for guest familiarity.
• Provide information about amenities and services, and promote resort facilities.
• Anticipate guest needs and build rapport to enhance the guest experience.
• Assist with tasks such as travel arrangements, message taking, and special requests.
• Address guest concerns and escalate to the Guest Relations Manager when needed.
• Ensure compliance with health and quality standards.

Skills

Mandarin fluency

Customer service

Communication skills

Education

Diploma in Hotels/Rooms Division

Bachelor's degree desirable

Tools

OPERA system

Job description

We are in search of young talent with an energetic personality, yet elegant that fulfill the requirements for a Guest Relations Officer - Mandarin Speaking 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 elevate to Guest Relations Manager when needed
• Ensure compliance with health and quality standards

Requirements

• Indonesian Citizen only
• Minimum of 1 year experience in the same position in a large luxury resort
• Fluent in Mandarin, with certified language test (minimum HSK 3)
• Experience in operating OPERA system
• Diploma in Rooms Division, Hotel Management, or other relevant fields. Bachelor's degree is desirable