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

Kempinski Hotels; Provinsi Bali; On-site; IDR 493.827.000 - 658.437.000; Full time

Job summary

A luxury hotel chain is seeking a Guest Relations Officer at their Bali location. The role involves welcoming guests, handling complaints, and promoting hotel services. Fluent Russian, Mandarin, or Korean required, along with excellent customer service skills and 2+ years of experience in hospitality.

Qualifications

• Indonesia citizen, fluent in Russian/Mandarin/Korean (spoken & written).
• Has minimum 2 years experience in hospitality or customer service.
• High level of professionalism and customer service orientation.

Responsibilities

• Welcome, meet and farewell hotel guests.
• Handle guest complaints efficiently and report to Operations team.
• Promote the hotel and its outlets.

Skills

Fluent in Russian

Fluent in Mandarin

Fluent in Korean

Proficient in English

Excellent communication skills

Problem-solving ability

Customer service orientation

Job description

Guest Relations Officer (Russian/Mandarin/Korean 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

• 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