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

Kempinski Hotels; Provinsi Bali; On-site; USD 30.000 - 42.000; Full time

Job summary

Kempinski Hotels is seeking a 'Lady in Red', an essential ambassador for guest services in their Bali location. This role focuses on welcoming guests, handling their needs with professionalism, and ensuring a high standard of hospitality. The ideal candidate will be fluent in Russian and have experience in customer service, contributing to exceptional guest experiences.

Qualifications

• Minimum 2 years experience in hospitality or customer service.
• Strong communication and interpersonal skills required.

Responsibilities

• Welcome, meet and farewell hotel guests; provide top service.
• Minimize guest complaints and assist with reception if needed.
• Achieve high satisfaction survey scores (CSS, LQA).

Skills

Fluent in Russian

Proficient in English

Excellent communication

Interpersonal skills

Problem-solving

Multitasking ability

Customer service orientation

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

• Fluent in Russian (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