Guest Relations / Operasional Apartemen

PT. Harapan Graha Niaga; Jakarta Pusat; On-site; IDR 66,960,000 - 100,440,000; Full time

Job summary

Solana SanLiving seeks a Guest Relations Officer for the night shift who also performs Night Audit tasks. You will welcome guests, manage check-in/check-out, and ensure accurate recording of transactions and daily reports.

The role requires at least 2 years in front office or night audit, fluent English, and basic Excel/Sheets use; PMS knowledge is a plus. Coordinate with housekeeping, engineering, and security; night shifts including weekends may apply.

Qualifications

• Minimum 2 years in front office, guest relations, or night audit.
• Communicate in English (written and spoken) for foreign guests.
• Know reservations, check-in/out, payments, and guest records.
• Night audit experience preferred; basic transaction verification helpful.
• Proficient with Excel or Google Sheets; PMS experience is a plus.

Responsibilities

• Welcome guests and handle night check-in, check-out, and arrivals.
• Handle inquiries, reservations, requests, and complaints professionally.
• Provide information about facilities, rules, and surrounding areas.
• Coordinate with housekeeping, engineering, and security to meet guest needs.
• Execute daily transaction closing according to SOP and authority.
• Prepare reports on revenue, occupancy, payments, and incidents during the night shift.
• Maintain confidentiality of guest data and security of money and keys.
• Handle emergencies per procedures and coordinate with relevant staff.

Skills

Front office experience

Night audit

English proficiency

PMS knowledge

Excel / Sheets

Tools

Microsoft Excel

Google Sheets

Job description

Solana SanLiving seeks a Guest Relations Officer (GRO) for the night shift who simultaneously performs Night Audit functions. This position is responsible for serving guest needs during the night and ensuring that transactions and daily operational reports are recorded accurately.

Key responsibilities

• Welcome guests and handle check-in, check-out, and guest arrivals during night hours
• Handle guest inquiries, reservations, requests, and complaints directly, by phone, or by message in a friendly and professional manner
• Provide information regarding facilities, house rules, and surrounding property areas
• Coordinate with housekeeping, engineering, and security to ensure guest needs and comfort are met
• Execute daily transaction closing processes according to SOP and granted authority
• Prepare reports on revenue, occupancy rates, payments, and significant incidents during the night shift
• Maintain confidentiality of guest data and security of money, keys, and documents under responsibility
• Handle emergency situations according to procedures and coordinate with relevant personnel

About you

• Minimum 2 year of experience in front office, guest relations, or night audit at hotels or serviced apartments
• Must be able to communicate in English, both verbally and in writing, to serve foreign guests
• Understand reservation, check-in, check-out, payment, and guest administration processes
• Understand basics of transaction verification, payment reconciliation, and daily report preparation; night audit experience is preferred
• Comfortable using computers, Microsoft Excel or Google Sheets; experience with property management systems (PMS) is an added value
• Detail-oriented, honest, disciplined, and responsible in handling transactions and guest data
• Friendly, neat, communicative, and able to handle complaints calmly with a solution-oriented approach
• Able to work independently, prioritize tasks, and take action according to SOP with limited supervision
• Willing to work night shifts until 03:00 WIB, including weekends and holidays according to schedule