Job Description
Are you passionate about creating unforgettable guest experiences? Serenity Beach Resort & Spa is seeking an exceptional Guest Relations Manager to lead our front-of-house operations. Nestled in the heart of Bali’s vibrant Canggu district, we pride ourselves on delivering world-class hospitality that exceeds expectations.
We are looking for a detail-oriented professional who can bridge the gap between our guests and our operational teams. If you thrive in a dynamic environment and have a knack for anticipating needs, we want to meet you.
Why join us? Enjoy a competitive salary, health insurance, free accommodation, and a vibrant work culture in one of the world's most beautiful destinations.
Responsibilities
- Act as the primary point of contact for VIP guests and high-profile visitors to ensure a seamless stay.
- Manage and resolve guest complaints and inquiries with empathy, professionalism, and efficiency.
- Collaborate closely with housekeeping, F&B, and maintenance teams to ensure seamless service delivery.
- Conduct nightly briefings with the front desk team to align on daily priorities and guest feedback.
- Upsell hotel amenities and services to maximize revenue opportunities while maintaining guest satisfaction.
- Maintain and update guest profiles and preferences in our Property Management System (PMS).
- Organize special events, welcome amenities, and personalized touches for returning guests.
Qualifications
- Minimum of 3-5 years of experience in a similar Guest Relations or Front Office Management role within a 4-5 star property.
- Degree in Hospitality Management or a related field is preferred.
- Fluency in English (written and verbal) is mandatory; additional languages (Japanese, Mandarin, or German) are a significant advantage.
- Strong problem-solving skills and the ability to remain calm and composed under pressure.
- Excellent interpersonal and communication skills with a relentless focus on customer service excellence.
- Proficiency in PMS software (e.g., Opera, Little Hotelier, or similar).
- A genuine passion for travel, tourism, and the art of hospitality.