AI overview

As a Guest Relations Officer, you will ensure exceptional guest experiences through attentive service, proactive communication, and compliance with quality standards in a luxury hospitality setting.

We are seeking a dedicated and enthusiastic Guest Relations Officer to join our esteemed team at AYANA Midplaza, Jakarta. In this role, you will be responsible for ensuring an exceptional experience for all guests, providing attentive service, and addressing any inquiries or concerns they may have.

Responsibilities

Review arrival lists to welcome guests
Attend to special guests (e.g. VIPs) and answer their inquiries
Help prepare welcome folders with collateral (e.g. room service menus, area descriptions)
Provide information about amenities, area and venues, and promote services
Anticipate guest needs and build rapport with customers
Offer assistance with certain tasks (e.g. confirming travel arrangements, taking messages)
Address customer complaints and escalate to Guest Relations Manager when needed
Ensure compliance with health and quality standards

Requirements

Minimum of 1 year experience in a guest relations or similar role within luxury hospitality
Fluency in English, with proficiency in additional languages being a plus
Strong communication and interpersonal skills
Computer literacy and experience with hospitality software like OPERA
A customer-oriented and professional attitude
Diploma in Rooms Division, Hotel Management, or other relevant fields. A bachelor's degree is preferred
Ability to work flexible shifts, including evenings and weekends