Introduction
We are seeking a highly motivated Officer, Guest Relations Department to join our premium dining and beach‑club operation in Bali. The successful candidate will be the first point of contact for every guest, embodying the Japanese principle of Omotenashi – anticipatory, heartfelt hospitality that turns a simple visit into a memorable experience. This role offers a dynamic environment where professionalism, cultural awareness, and quick thinking are essential to maintaining our reputation for exceptional service.
Responsibilities
- Guest Reception: Greet each patron with warmth and professionalism, following the highest standards of Japanese hospitality.
- Reservation Management: Handle bookings via telephone, WhatsApp, and online platforms (e.g., Chope, EatApp). Optimize table layouts to maximize seating capacity while ensuring guest comfort.
- Queue Oversight: Maintain an efficient waiting list, keep guests informed of wait times, and provide refreshments or updates to enhance the waiting experience.
- Customer Relationship Building: Identify regular and VIP guests, record preferences, and communicate special requests (birthdays, allergies, dietary restrictions) to the kitchen and floor teams.
- Floor Coordination: Liaise continuously with Captains, Servers, and the kitchen to ensure seamless table turnover and accurate seating assignments.
- Initial Complaint Handling: Address guest concerns calmly and constructively, offering immediate solutions or escalating to management when necessary.
- Data Accuracy: Keep reservation and guest‑profile systems up‑to‑date, ensuring all information is readily available for the service team.
- Team Support: Assist during peak periods (dinner rush) by multitasking across reception, reservation updates, and guest communication.
Requirements
- Education: Minimum high school diploma (SMA/SMK) with a preference for a Diploma (D3) in Tourism, Hospitality, or Communications.
- Experience: At least 1–2 years as a Guest Relations Officer, GRO, or Hostess in a high‑end restaurant, beach club, or star‑rated hotel, preferably in Bali.
- Language Skills: Fluent English is mandatory; proficiency in Japanese, Mandarin, or additional languages is a strong advantage.
- Technical Proficiency: Comfortable using digital reservation systems (Chope, EatApp, POS) and basic office software.
- Personal Attributes: Extroverted, cheerful, impeccably groomed, detail‑oriented, and capable of maintaining composure under pressure.
- Social Intelligence: Strong memory for faces and names, ability to forge personal connections quickly, and a genuine desire to exceed guest expectations.
- Availability: Willingness to work flexible hours, including weekends, holidays, and evening shifts (14:00 – 23:00).
Benefits
- Competitive salary with performance‑based incentives.
- Meal allowances and employee discounts at all on‑site venues.
- Comprehensive health insurance and accident coverage.
- Opportunities for professional development, language courses, and hospitality certifications.
- Paid annual leave, sick leave, and public holiday pay.
- Supportive, multicultural team environment with regular team‑building activities.
- Potential for career progression into supervisory or management positions.
About Company
Our brand blends Balinese serenity with refined Japanese hospitality to deliver an unparalleled guest experience. Located on Bali’s stunning coastline, we operate a celebrated restaurant and beach club that attracts both local elites and international travelers. With a commitment to sustainable practices, curated culinary journeys, and meticulous service standards, we continuously set new benchmarks in the hospitality industry. Joining our team means becoming part of a forward‑thinking organization that values creativity, cultural exchange, and the art of making every guest feel truly special.
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