Guest Relations Officer (Russian & Japanese Speaker) at The Apurva Kempinski Bali

Kempinski Hotels; Provinsi Bali; On-site; IDR 30.000.000 - 40.000.000; Full time

Job summary

Kempinski Hotels is seeking a Lady in Red, the hotel's ambassador, to provide exceptional guest services. This role involves welcoming guests, addressing complaints, and ensuring high service standards. Candidates should be fluent in Japanese and proficient in English, with a strong background in hospitality.

Qualifications

• Minimum 2 years experience in hospitality or customer service.

Responsibilities

• Welcomes and farewells hotel guests, ensuring high service standards.
• Minimizes guest complaints and assists with reception duties when needed.

Skills

Japanese

English

Communication

Problem-solving

Multitasking

Professionalism

Job description

Application Deadline: 30 June 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