Senior Reservations & Guest Services

PT LOVE STORY GLOBAL; Kecamatan Ubud; On-site; IDR 78,120,000 - 133,920,000; Full time

Job summary

PT LOVE STORY GLOBAL in Ubud, Bali is seeking an experienced hospitality professional to manage guest communications and reservations across Airbnb, Booking.com, WhatsApp and other channels, coordinating with onsite staff to ensure fast, professional service.

The ideal candidate has at least five years in hospitality, excellent written and spoken English, strong customer service and calm handling of escalations, with the ability to work independently and stay organized under pressure.

Qualifications

• Minimum 5 years of hospitality experience.
• Excellent written and spoken English.
• Strong customer service and communication skills.
• Able to handle difficult guests and escalations calmly and professionally.
• Fast, organized and detail-oriented.
• Experience with Airbnb and Booking.com preferred.
• Able to work independently and take responsibility.
• Management-level hospitality experience is a plus.

Responsibilities

• Respond quickly and professionally to Airbnb, Booking.com, WhatsApp and other guest messages.
• Handle reservations and reservation entry accurately.
• Assist guests before, during and after their stay.
• Resolve guest complaints and escalations professionally.
• Coordinate with onsite staff to handle guest requests.
• Follow up on issues until they are fully resolved.
• Maintain a consistently high standard of customer service.

Skills

Hospitality experience

Customer service

Communication skills

English proficiency

Problem resolution

Organizational skills

Tools

Airbnb

Booking.com

WhatsApp

Job description

We are looking for an experienced hospitality professional to join our team in Ubud, Bali. This role is ideal for someone who is highly responsive, organized, professional with guests, and able to take responsibility for issues from the initial request through to resolution. You will be responsible for managing guest communication and reservations across Airbnb, Booking.com, WhatsApp and other channels, while coordinating with our onsite team to ensure guests receive fast and professional service.

Key responsibilities

Respond quickly and professionally to Airbnb, Booking.com, WhatsApp and other guest messages

Handle reservations and reservation entry accurately

Assist guests before, during and after their stay

Resolve guest complaints and escalations professionally

Coordinate with onsite staff to handle guest requests

Follow up on issues until they are fully resolved

Maintain a consistently high standard of customer service

About you

Minimum 5 years of hospitality experience

Excellent written and spoken English

Strong customer service and communication skills

Able to handle difficult guests and escalations calmly and professionally

Fast, organized and detail-oriented

Experience with Airbnb and Booking.com preferred

Able to work independently and take responsibility

Management-level hospitality experience is a plus