Introduction
We are seeking a dedicated Senior Officer Guest Relations to join our upscale villa hospitality team. This role is pivotal in delivering a seamless, memorable experience for each guest, from the moment they inquire about their stay until they depart. The successful candidate will act as the face of our property, embodying the highest standards of service, professionalism, and cultural sensitivity.
Our villas cater to discerning travelers, including VIP guests, owners, and international tourists who expect personalized attention, local expertise, and flawless execution of every request. If you thrive in a dynamic environment, possess strong communication skills, and have a genuine passion for hospitality, we invite you to apply.
Responsibilities
- Warmly greet guests at check‑in, provide attentive assistance throughout their stay, and ensure a smooth check‑out process.
- Proactively contact guests before arrival to confirm reservation details, special preferences, and any dietary or accessibility needs.
- Handle inquiries, special requests, and complaints with professionalism, documenting each interaction and following up to guarantee resolution.
- Coordinate transportation, arrange exclusive activities, and share curated local recommendations that showcase the region’s culture and attractions.
- Collaborate closely with Villa Supervisors, Housekeeping, and Maintenance teams to guarantee rooms and facilities meet exacting standards.
- Monitor VIP guests, owners, and milestone celebrations, providing extra attention to detail and personalized touches.
- Maintain accurate guest records, generate daily arrival, stay, and departure reports, and input data into the property management system.
- Support front‑of‑house operations during peak periods, stepping in to assist with concierge, reception, or administrative tasks as needed.
- Promote villa services, seasonal packages, and ancillary offerings such as spa treatments, private chefs, and guided tours.
- Undertake additional duties assigned by management, including training new staff and contributing ideas for service improvement.
Requirements
- Minimum of 1 year experience in guest relations, front office, or hospitality operations; experience in luxury villa or resort settings is a strong advantage.
- Education: Minimum D3/D4 (associate degree) in Hospitality, Tourism, or a related field; a high school diploma is required, while a bachelor’s degree is preferred.
- Fluent English communication—both spoken and written; additional language skills (e.g., Bahasa Indonesia, Mandarin, Japanese) are a plus.
- Exceptional interpersonal, problem‑solving, and conflict‑resolution abilities, with a calm demeanor under pressure.
- Professional appearance, positive attitude, and a genuine customer‑centric mindset.
- Strong organizational and time‑management skills, with meticulous attention to detail.
- Flexibility to work varied shifts, including weekends, holidays, and occasional evenings, to meet guest needs.
- Proficiency with hotel reservation systems and basic office software (MS Office, Google Suite).
Benefits
- Competitive salary with performance‑based incentives.
- Comprehensive health insurance and wellness programs.
- Paid annual leave, sick leave, and public holidays.
- Opportunities for professional development, certifications, and career progression within our growing hospitality group.
- Employee discount on villa stays and partner travel services.
- Supportive team environment with regular staff events and recognition programs.
About Company
Our company operates a collection of boutique luxury villas set in prime destinations, offering an exclusive, home‑away‑from‑home experience for high‑end travelers. We pride ourselves on delivering personalized service, authentic local experiences, and immaculate accommodations. By fostering a culture of continuous improvement and employee empowerment, we aim to set new standards in the hospitality industry while maintaining a warm, family‑like atmosphere for both guests and staff.
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