Expat Guest Relations Manager

6 days ago

Badung, Indonesia High and Low Headhunters Full time

A luxury resort nestled in a quieter area of Canggu, Bali, offering a seamless blend of modern elegance and traditional Balinese charm, is looking for an Expat Guest Relations Manager to join their team.

**Requirements**:

- Bachelor’s Degree in Hospitality Management, Tourism, or a related field.
- Minimum three years of experience in guest relations or front office roles, with at least two years in a managerial capacity, preferably in a luxury resort or similar high-end establishment.
- Proficiency in English both verbal and written.
- Proven ability to deliver exceptional guest experiences, with a strong focus on anticipating and fulfilling guest needs.
- Skilled at handling guest complaints with diplomacy and ensuring prompt resolution.
- Outstanding communication and relationship-building abilities with guests and team members alike.
- Demonstrated capability to manage, train, and inspire a team to uphold luxury service standards.
- Understanding and respect for diverse cultures, ensuring a welcoming environment for international guests.
- Familiarity with property management systems (PMS) and CRM tools to streamline guest interactions and feedback.
- Meticulous approach to maintaining the highest standards of guest satisfaction and operational efficiency.
- Willingness to work varied hours, including weekends and holidays, to meet operational needs.

**Responsibilities**:

- Check and ensure the VIPs assigned rooms are prepared according to the hotel's standard and all necessary amenities, VIP benefits and guest supplies are properly extended.
- Meet and greet all VIP guests, assist with registration, and escort to room with a personalised service.
- Gather important guest information like birthdays, anniversary or others to create, maintain or update guest history.
- Answers all general inquiries pertaining to the hotel.
- Keeps information material updated.
- Has an accurate knowledge of hotels and the tourism destinations especially in Bali and surrounding areas.
- Handles guest complaints / concerns, serves as a liaison with necessary departments.
- Grabs and enroll the company as much as possible and gives details regarding the company’s membership program.
- Record all the company enrollment and transactions to the report sheet provided.
- Encourage guests to write a review about rooms and breakfast and overall experiences.
- Attends and contributes to Departmental briefing and sharing sessions.
- Provide a courteous and professional service at all times.
- Willingly attends hotel training sessions as scheduled to improve skills and knowledge.
- Handles guest and employee enquiries in a courteous and efficient manner, reporting complaints or problems if no immediate solution can be found, whilst feeding back a prompt follow up.
- Knowledgeable in statutory legislation in employee and industrial relations, understanding and strictly adhering to rules & regulations established in the employee handbook and the hotels policies concerning fire, hygiene and health & safety.
- Ensure high standards of personal presentation & grooming.
- Maintains positive guest and colleague interactions with good working relationships.

**Benefits**:
Salary according to experience + KITAS

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