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

• Female max 27yo
• 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

••••@gmail.com

Caption

• Guest Relation Officer Application — [Your Name]
• Only shortlisted candidates will be contacted.
• Kanalla Boutique Hotel — Kuta, Lombok, Indonesia