Guest Relation Officer (Supervisory Level)

ABOUT US

Kanalla Boutique Hotel is a boutique lifestyle property in Kuta, Lombok with 15 rooms, a main pool, and a restaurant & bar. We believe every guest deserves a personalised, memorable, and heartfelt experience — and the Guest Relation Officer is at the heart of making that happen.

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📋 WHAT YOU WILL DO

👤 Personalized Guest Experience

• Deliver a warm, personalized welcome to every guest from the moment of first contact

• Learn and remember guest preferences, special occasions, and personal details

• Arrange surprises, special setups, and personalized touches for birthdays, honeymoons, and anniversaries

• Ensure every guest feels genuinely seen, valued, and taken care of throughout their stay

🔮 Anticipate Guest Needs

• Proactively identify what guests may need before they ask

• Coordinate with all departments to ensure guest needs are fulfilled seamlessly

• Monitor in-house guests daily and check in on their satisfaction

• Address any concerns or discomfort before they become complaints

💬 Guest Communication

• Reply to all incoming guest messages via WhatsApp, OTA platforms, and email promptly and professionally — target within 2 hours

• Send pre-stay welcome messages to all arriving guests 3 days before arrival

• Send post-stay thank-you messages to all departed guests within 24 hours

• Follow up on any unresolved guest concerns after departure

⭐ Review Management

• Proactively invite satisfied guests to leave a review on Booking.com, Google, TripAdvisor, and Agoda

• Reply to all guest reviews on all OTA platforms within 24 hours in a warm, professional, and brand-aligned manner

• Monitor OTA rating daily — target 9.0 and above across all platforms

• Analyze review trends and report recurring issues to management for action

🗓️ Reservation Handling

• Check, confirm, and follow up on all incoming reservations daily

• Verify guest details, special requests, and preferences prior to arrival

• Coordinate room allocation and special arrangements with Front Office and Housekeeping

• Manage modifications, cancellations, and special booking requests efficiently

💼 Front Office Supervision

• Supervise Front Office staff during shift and ensure service standards are consistently met

• Brief and guide the team at the start of each shift on arrivals, VIPs, and special requirements

• Support and mentor junior Front Office staff in guest handling and communication skills

• Escalate and resolve guest complaints calmly, professionally, and with full ownership

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✅ WHAT WE NEED

• Min. D3 / S1 in Hospitality, Tourism, or related field

• Min. 2–3 years experience in Guest Relations or Front Office

• Min. 1 year in a supervisory or senior role

• Excellent English communication — written and spoken (mandatory)

• Familiar with GuestPro PMS and OTA Extranets (Booking.com, Agoda, Airbnb)

• Warm, empathetic, and genuinely passionate about guest experience

• Strong written communication for guest messaging and review replies

• Well-groomed at all times

• Proactive, detail-oriented, and calm under pressure

• Flexible to work shifts including weekends and public holidays

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KEY TARGETS

OTA Overall Rating: 9.0 and above

Review Response Rate: 95%+ within 24 hours

Pre-Stay Message Rate: 100% of all arrivals

Post-Stay Message Rate: 100% of all departures

Guest Complaint Resolution: 100% resolved before departure

Review Collection Target: Min. 80% of guests invited to review

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WHAT WE OFFER

• Competitive salary based on experience

• BPJS Kesehatan & Ketenagakerjaan

• Service charge distribution based on KPI achievement

• Uniforms & meals provided

• Annual leave as per Indonesian Labor Law

• Career growth and development in a growing boutique property

• A warm, professional, and supportive working environment

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HOW TO APPLY

Send your CV:

[email protected]

Caption: Guest Relation Officer Application — [Your Name]

Only shortlisted candidates will be contacted.

Kanalla Boutique Hotel — Kuta, Lombok, Indonesia