Guest Relations Officer (Residences)

Shangri-La Group; Jakarta Pusat; On-site; IDR 78,120,000 - 133,920,000; Full time

Job summary

Shangri-La Residences Jakarta is seeking a Guest Relations Officer to deliver prompt, courteous, and personalized service to all guests.

The GRO oversees guest amenities programs, adheres to SOPs, and coordinates with Security, Housekeeping, Engineering, and Sales & Marketing to ensure seamless, exceptional guest experiences. Indonesians only; English fluent; shifts including weekends.

Qualifications

• Indonesian citizenship is required.
• Fluent in English; additional languages are an advantage.
• Minimum 1 year of experience in a similar role at an international luxury hotel brand or reputable serviced residence.
• Strong interpersonal and communication skills with a guest-oriented mindset.
• Proactive team player with ability to work independently with minimal supervision.
• Strong attention to detail and excellent follow-up skills.
• Willing to work on shifts, including weekends and public holidays.

Responsibilities

• Provide prompt, courteous, and personalized service to all guests.
• Oversee guest amenities programs and ensure standards are consistently implemented.
• Maintain SOPs to ensure guest comfort, safety, and satisfaction.
• Coordinate with Security, Housekeeping, Engineering, and Sales & Marketing to deliver seamless service.

Skills

Excellent command of English

Interpersonal and communication skills

Guest-oriented mindset

Proactive team player

Independent working

Attention to detail

Follow-up skills

Willingness to work shifts

Job description

Main Responsibility

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.

SHANGRI-LA RESIDENCES, JAKARTA

Main Responsibility

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.