Guest Relations Officer - Luxury Hotel in Surabaya

Join a prestigious luxury hotel in Surabaya, Jawa Timur as a Guest Relations Officer and become the face of exceptional hospitality. In this dynamic role, you will ensure VIP guests receive personalized, world-class service, creating unforgettable experiences that leave a lasting impression. Our hotel is renowned for its commitment to excellence, and we are seeking a passionate professional to uphold our reputation.

As a Guest Relations Officer, you will be the first point of contact for our elite guests, handling their needs with the utmost discretion and professionalism. Daily, you will manage guest requests, coordinate with various departments to ensure seamless service, and anticipate needs to exceed expectations. This is your chance to showcase your hospitality skills and make a significant impact on our guests' journeys.

📋 Tanggung Jawab Pekerjaan

• Provide exceptional guest service to VIP guests, ensuring their needs are met with the highest level of attention and care.
• Coordinate with housekeeping, dining, and other departments to ensure seamless service delivery.
• Anticipate guest needs and proactively offer solutions to enhance their stay.
• Handle guest complaints professionally and resolve issues to maintain guest satisfaction.
• Maintain accurate guest records and follow up to ensure all requests are completed.
• Assist in organizing and executing special events and celebrations for VIP guests.
• Promote the hotel's amenities and services to VIP guests, ensuring they feel valued and appreciated.
• Collaborate with the sales and marketing teams to enhance the guest experience.

🎓 Kualifikasi & Syarat

• Bachelor's degree in Hospitality Management, Hotel Management, or a related field.
• Minimum of 3 years of experience in guest relations or a similar role in the hospitality industry.
• Strong communication and interpersonal skills to build rapport with VIP guests.
• Excellent problem-solving skills to handle guest complaints and issues effectively.
• Proficiency in using hotel management software such as PMS (Property Management System) and CRM systems.
• Ability to work under pressure and manage multiple tasks simultaneously.
• Fluent in English and Bahasa Indonesia, with excellent verbal and written communication skills.
• Previous experience working in a luxury hotel setting is a plus.

🛠️ Keahlian

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