GUEST RELATION OFFICER (GRO)
Machine translation — original language: German.Show original
About the company
PT. NUANSA ERAYA RESORTS Is Hiring Guest Relation Officer (GRO) Qualifications:
Your tasks
- Welcoming guests upon arrival and ensuring the service process runs smoothly.
- Providing information regarding available facilities, services, and activities.
- Monitoring guest satisfaction during their stay until the check-out process.
- Handling inquiries, special requests, and guest complaints quickly and professionally.
- Coordinating with related departments to ensure guest needs are met.
- Following up on complaints and ensuring resolution according to service standards.
- Building good relationships with regular, VIP, and special guests.
- Recording feedback, complaints, and guest preferences in the company system.
- Assisting in increasing guest satisfaction, online reviews, and guest loyalty.
- Maintaining grooming standards, communication ethics, and service quality according to company SOP.
Requirements
- Minimum education of SMA/SMK Perhotelan or D3/S1 Hospitality, Tourism, or related majors.
- Having a minimum of 1 year of experience in Guest Relations, Front Office, Guest Service, or Customer Service, preferably from the hospitality industry.
- Male/Female, maximum 30 years old.
- Possessing good communication and interpersonal skills and being guest service oriented.
- Able to communicate in English both orally and in writing. Proficiency in other foreign languages is an added value.
- Understanding guest service standards, guest handling, complaint handling, and service recovery.
- Able to handle requests, inquiries, complaints, as well as special guest needs professionally.
- Having a professional appearance, friendly attitude, polite, confident, and guest satisfaction oriented.
- Able to build good relationships with guests and provide a memorable stay experience.
- Familiarity with Property Management System (PMS), reservation systems, and guest administration is an added value.
- Able to work in a team and coordinate with Front Office, Housekeeping, F&B, and other operational departments.
- Possessing good problem solving, multitasking, and time management skills.
- Honest, disciplined, meticulous, responsible, and able to maintain the confidentiality of guest information.
- Willing to work in a shift system, including weekends and holidays according to operational needs.
Skills:
- Problem Solving
- Customer Engagement
- Restaurant Reception
- Conference Reception
- Scheduling
- Customer Service
- Microsoft Office
- Hotel Reception
- Reception Consultation
Other
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