Introduction
We are seeking a dynamic and dedicated Officer Guest Service & Experience to join our hospitality team. This role is essential in ensuring that every guest enjoys a seamless, memorable, and personalized stay from check‑in to check‑out. The successful candidate will be the face of our brand, embodying our commitment to excellence, attentiveness, and genuine hospitality.
Our property caters to a diverse clientele, ranging from business travelers and families to tourists exploring the region. As a Guest Service & Experience Officer, you will act as a trusted liaison, anticipating needs, resolving concerns, and delivering service that consistently exceeds expectations.
Responsibilities
- Greet guests warmly upon arrival, manage the check‑in and check‑out processes efficiently, and verify all reservation details.
- Provide accurate information about hotel facilities, local attractions, transportation options, and dining venues.
- Handle guest inquiries, special requests, and complaints with professionalism, ensuring timely resolution and follow‑up.
- Coordinate with housekeeping, maintenance, and food & beverage teams to fulfill guest requests such as room changes, extra amenities, and maintenance issues.
- Maintain up‑to‑date knowledge of hotel policies, safety procedures, and emergency protocols to guide guests appropriately.
- Conduct daily audits of guest satisfaction metrics, compile feedback, and suggest process improvements to management.
- Assist in preparing and delivering welcome packages, promotional materials, and personalized notes for VIP or repeat guests.
- Operate the front desk reservation system, accurately inputting data, processing payments, and generating invoices.
- Work collaboratively with team members during peak periods, demonstrating flexibility and a calm demeanor under pressure.
- Participate in regular training sessions, team meetings, and performance reviews to continuously enhance service quality.
Requirements
- Minimum education: High School Diploma (SMA/SMK) or equivalent.
- At least 1 year of experience in hotel front‑desk operations, guest services, or related hospitality roles.
- Strong communication skills in both Bahasa Indonesia and English; additional languages are a plus.
- Honesty, reliability, and a high level of personal responsibility.
- Ability to work effectively both independently and as part of a collaborative team.
- Proven capability to remain composed and deliver quality service under high‑stress or fast‑paced environments.
- Gender‑neutral hiring policy – all genders are encouraged to apply.
- Technical proficiency with common property management systems (PMS) and basic computer applications.
- Passion for delivering exceptional hospitality experiences and a genuine interest in the tourism industry.
Benefits
- Competitive monthly salary with performance‑based incentives.
- Comprehensive health insurance covering medical, dental, and vision care.
- Paid annual leave, sick days, and public holidays.
- Opportunities for professional development, certifications, and career advancement within the hotel group.
- Employee discount on hotel rooms, food & beverage outlets, and spa services.
- Transportation allowance or shuttle service for shift commuters.
- Team‑building events, recognition programs, and a supportive work culture.
About Company
Our company is a leading hospitality brand renowned for its elegant accommodations, world‑class amenities, and unwavering dedication to guest satisfaction. With a portfolio of properties located in prime tourist destinations, we strive to create unforgettable experiences that blend local culture with contemporary comfort. Our mission is to empower every employee to deliver service excellence, foster innovation, and uphold the highest standards of integrity. Join us and become part of a vibrant team that values growth, diversity, and the art of genuine hospitality.
Interested in this position?
Take the next step in your career and apply for this role today.
Apply Now