Senior Guest Relation Officer

PT. Balitrip Wisata; Denpasar Selatan; On-site; IDR 66,960,000 - 83,700,000; Full time

Job summary

PT. Balitrip Wisata is seeking a Guest Relations Officer to supervise daily GRO activities, manage rosters, coordinate arrivals and VIP guests, and ensure smooth guest movements across operations.

The role requires strong English, a service mindset, and the ability to handle complaints professionally; you will collaborate with hotel, transport, and activity providers to deliver outstanding guest experiences.

Qualifications

• Diploma or degree in Tourism, Hospitality or related field.
• At least 1 year of relevant experience preferred.
• Excellent English communication and customer-service skills.
• Strong relationship-building and problem-solving abilities.
• Proficient with email and Microsoft Office.

Responsibilities

• Supervise GRO daily activities, rosters and shifts to ensure coverage.
• Coordinate GRO assignments for arrivals, departures, VIP guests and excursions; communicate guest requirements.
• Monitor quality and consistency of GRO service across the guest journey.
• Act as first escalation for serious guest complaints and coordinate service recovery.
• Work with Operations, Transport, Hotels, Restaurants, and Activity Providers to ensure smooth guest movements.
• Maintain daily records of guest feedback, complaints and incidents; identify improvements.

Skills

Strong communication

English proficiency

Customer service mindset

Relationship building

Multitasking

Problem-solving

Microsoft Office

Email proficiency

Education

Diploma/Bachelor in Tourism or Hospitality

1 year experience in guest relations

Tools

Microsoft Office

Job description

This role involves supervising and coordinating the daily activities, duty roster, shifts, and assignments of GROs to ensure adequate operational coverage and effective workload distribution. You will coordinate GRO assignments for arrivals, departures, VIP/VVIP guests, special groups, excursions, and other guest movements while ensuring all relevant guest information and special requirements are properly communicated.

Key responsibilities

Supervise and coordinate the daily activities, duty roster, shifts, and assignments of GROs to ensure adequate operational coverage and effective workload distribution

Coordinate GRO assignments for arrivals, departures, VIP/VVIP guests, special groups, excursions, and other guest movements while ensuring all relevant guest information and special requirements are properly communicated

Monitor the quality and consistency of GRO service throughout the guest journey, ensuring proactive communication, proper guest welcoming and farewell, timely follow-up, and compliance with company service standards

Act as the first escalation point for serious or sensitive guest complaints, take ownership of appropriate service recovery, coordinate with relevant departments and vendors, and ensure issues are followed through to resolution

Work closely with Operations, Transport, Hotels, Restaurants, Activity Providers, and other relevant vendors to ensure accurate information, smooth guest movements, and effective handling of last-minute requests or operational changes

Maintain and review daily records of guest feedback, complaints, service recovery, operational incidents, itinerary changes, and outstanding issues, identifying recurring problems and providing recommendations for service and operational improvements

About you

Minimum Diploma or Bachelor's degree in Tourism, Hospitality, Public Relations, or related fields

Minimum 1 year in relevant experience is preferred

Strong communication skills with proficiency in English

Service-oriented mindset and the ability to handle guest complaints professionally

Able to build effective relationships with guests, vendors, and internal teams

Proficient in email and Microsoft Office

Strong multitasking and problem-solving skills