Japanese Guest Relations Officer at The Apurva Kempinski Bali

Kempinski Hotels; Provinsi Bali; On-site; IDR 100.000.000 - 200.000.000; Full time

Job summary

Kempinski Hotels in Bali seeks a 'Lady in Red' to serve as an ambassador, welcoming guests and ensuring exceptional service. This role requires fluency in Japanese, strong communication skills, and at least two years of experience in hospitality. The position offers a unique opportunity to enhance guest experiences at a prestigious hotel.

Qualifications

• Has minimum 2 years experience in hospitality, customer service, or a similar role.
• Fluent in Japanese (spoken & written).
• Proficient in English; additional language is a plus.

Responsibilities

• Welcome, meet, and farewells hotel guests.
• Ensure high quality service standards.
• Minimize guest complaints and efficiently follow up.

Skills

Fluent in Japanese

Proficient in English

Excellent communication skills

Problem-solving ability

Multitasking ability

Customer service orientation

Job description

Application Deadline: 30 September 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 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