Guest Relations Officer (Residences)

JEN by Shangri-La; Indonesia; On-site; IDR 40,000,000 - 70,000,000; Full time

Job summary

JEN by Shangri-La is seeking a Guest Relations Officer (Residences) to ensure guests receive prompt, courteous, and personalized service. The GRO will oversee guest amenities, maintain SOPs, and coordinate with Security, Housekeeping, Engineering, and Sales & Marketing to deliver seamless experiences.

The role requires excellent English, strong interpersonal skills, and the ability to work shifts, including weekends and holidays. Prior luxury hotel or serviced apartment experience is preferred.

Qualifications

• Excellent command of English; additional foreign language skills are an advantage.
• Strong interpersonal and communication skills with a guest-oriented mindset.
• A proactive team player with the ability to work independently with minimal supervision.
• Strong attention to detail and exceptional follow-up skills.

Responsibilities

• Ensure prompt, courteous, and personalized service for guests.
• Oversee guest amenities programs and ensure standards are implemented.
• Coordinate with Security, Housekeeping, Engineering, and Sales & Marketing for seamless service.

Skills

English proficiency

Interpersonal skills

Communication

Attention to detail

Team player

Independent work

Job description

Career Opportunities: Guest Relations Officer (Residences) (176339)

The Guest Relations Officer (GRO) is responsible for ensuring that all guests receive prompt, courteous, and personalized service at all times. This role oversees the execution of guest amenities programs and ensures that all related standards are consistently implemented. The GRO plays a key role in delivering exceptional guest experiences and maintaining the highest level of guest satisfaction.
In addition, the position is responsible for maintaining and adhering to standard operating procedures to ensure guest satisfaction and a strong sense of comfort and safety throughout their stay. The GRO also ensures smooth coordination and effective communication with relevant departments, including Security, Housekeeping, Engineering, and Sales & Marketing, to deliver seamless and consistent service.

REQUIREMENTS:

Due to work pass restrictions, only Citizens of Indonesia (WNI) shall be considered.

Excellent command of English; additional foreign language skills are an advantage.

Minimum 1 (one) year of work experience in a similar capacity in an international luxury hotel brand or reputable full serviced apartment.

Strong interpersonal and communication skills with a guest-oriented mindset.

A proactive team player with the ability to work independently with minimal supervision

Strong attention to detail and exceptional follow-up skills.

Willing to work on shifts, including weekends and public holidays, with flexibility in working hours.