Guest Relations Officer

2 weeks ago

Jakarta, Indonesia AYANA Hospitality Full time

We are looking for Guest Relations Officer to provide high-quality service to our Japanese Guests. You will address complaints and go to the extra mile to make sure our guest satisfied. In this role, you should be an excellent communicator in highly Japanese Manner who can stay positive when facing difficult situations. You should also be reliable and customer oriented.

**Responsibilities**
- Responsible for the overall guest experience of Japanese native speaker guests in the apartment
- Ensure customer satisfaction from arrival to departure in accordance to the Apartment’s standards and guidelines
- Assists other areas of Front Office as required
- Provide quality service to the guests by responding to requests promptly, efficiently and courteously during check-in, check-out and throughout the guest’s experience
- Anticipate guest needs and build rapport with customers
- Address customer complaints and escalate to Front Office Manager when needed
- Ensure compliance with health and quality standards

**Requirements**:

- Proven experience as a Guest Relations Officer is preferred
- Familiarity with hospitality industry standards
- Fluent in Japanese, with certified language test (minimum N2)
- Proficiency in English
- A customer-oriented and professional attitude
- An outgoing personality
- Outstanding communication abilities
- Work on rotating shifts, weekends, and public holidays as rostered
- Diploma or BSc/BA in Hospitality Management is preferred

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