We are looking for a warm, energetic, and service-oriented Guest Relations Officer to join our Rooms team at AYANA Bali, one of Bali’s leading luxury resorts.
This role is responsible for creating memorable guest experiences through personalized service, attentive communication, and proactive assistance. The ideal candidate is confident, well-presented, culturally aware, and passionate about delivering exceptional luxury hospitality to our international guests.
Responsibilities
- Review arrival lists and prepare for daily guest arrivals and special occasions.
- Welcome and warmly greet guests upon arrival and throughout their stay.
- Attend to guest inquiries, requests, feedback, and concerns in a professional and timely manner.
- Assist in preparing welcome amenities, guest information, and other personalized guest arrangements.
- Provide accurate information about resort facilities, amenities, services, dining outlets, activities, and surrounding areas.
- Proactively anticipate guest needs and create personalized experiences throughout their stay.
- Assist guests with various arrangements, including transportation, restaurant reservations, activities, travel arrangements, and other requests.
- Maintain effective communication and coordination with relevant departments to ensure seamless guest experiences.
- Handle guest concerns professionally and escalate issues to the Guest Relations Manager when required.
- Maintain a high standard of personal grooming, service etiquette, and professional conduct.
- Ensure compliance with resort standards, health and safety requirements, and luxury service standards.
- Build positive relationships with guests and contribute to guest satisfaction and loyalty.
Requirements
- Minimum of 1 year of experience in the same or a similar position in a large luxury resort or 5-star hotel
- Experience handling guest inquiries, feedback, and complaints professionally
- Fluent in Korean, Mandarin, Japanese, or another relevant language
- Diploma in Rooms Division, Hospitality Management, Hotel Management, or other relevant fields. Bachelor's degree is desirable
- Experience using OPERA PMS is an advantage
- Experience attending to VIPs and special guests is an advantage
- Experience assisting guests with arrangements such as transportation, reservations, travel arrangements, and messages is an advantage