VIP Guest Relations Specialist – Villa Experience

PT. Turnkey Properties Indonesia (Betterplace Property Management & Real Estate); Provinsi Bali; On-site; IDR 60,000,000 - 90,000,000; Full time

Job summary

PT. Turnkey Properties Indonesia (Betterplace Property Management & Real Estate) seeks a Guest Relation Officer to deliver exceptional on-site experiences in Bali.

You will manage VIP check-ins/outs, handle guest messages, and coordinate with housekeeping and maintenance to ensure swift responses and high satisfaction. Responsibilities include VIP journey management, mandatory courtesy visits, proactive guest outreach, and driving positive OTA reviews while reporting feedback to improve service

Responsibilities

• Handle VIP 1 & VIP 2 guest check-ins and check-outs with a personalized and professional approach.
• Manage the entire journey of VIP guests, from a seamless arrival experience to a thoughtful farewell.
• Maintain VIP guest profiling, recording preferences, special requests, and feedback for future stays.
• Conduct mandatory courtesy visits according to policy: Premium Properties (ADR $200+) first-night visit for stays of 2+ nights.
• Daily courtesy visits for Complaint Guests from issue Raised until resolved, including farewell on check-out.
• Courtesy visits for Long-Stay Guests (5+ nights, ADR $100+) on first night and every 3 days.
• Perform courtesy visits for regular guests to ensure comfort and enhanced stay experience.
• Work with Guests Support Team as the primary contact for guest messages across platforms.
• Provide on-site assistance, responding to inquiries and requests promptly.
• Resolve guest concerns and escalate complex issues to GRM when needed.
• Coordinate with housekeeping, maintenance, and area managers for quick support.
• Encourage guests to share positive reviews on OTA platforms and Google Business.
• Report all feedback, complaints, and unresolved issues to GRM for continuous improvement.
• Deliver exceptional, personalized service reflecting Betterplace's commitment to guest satisfaction.
• Handle guest complaints with empathy and proactive problem-solving, ensuring resolution.

Job description

PT. Turnkey Properties Indonesia (Betterplace Property Management & Real Estate) seeks a Guest Relation Officer to deliver exceptional on-site experiences in Bali.

You will manage VIP check-ins/outs, handle guest messages, and coordinate with housekeeping and maintenance to ensure swift responses and high satisfaction. Responsibilities include VIP journey management, mandatory courtesy visits, proactive guest outreach, and driving positive OTA reviews while reporting feedback to improve service