Guest Relations Officer

About the role

• We are seeking a dedicated and professional
• Guest Relations Officer

to join PT. Harapan Graha Niaga in Jakarta Barat. This is a full-time position where you will be the primary point of contact for our guests, ensuring they receive exceptional service and support throughout their stay. As a Guest Relations Officer, you will play a crucial role in maintaining our reputation for outstanding hospitality and guest satisfaction. You will be responsible for managing guest inquiries, resolving issues promptly, and creating memorable experiences that encourage repeat visits and positive reviews.

• Key responsibilities
• Greet guests upon arrival and departure with warmth and professionalism, ensuring a welcoming atmosphere

Address guest inquiries and concerns promptly and courteously, providing accurate information about hotel facilities, services, and local attractions

• Assist guests with special requests such as restaurant reservations, transportation arrangements, and activity bookings
• Handle and resolve guest complaints professionally, escalating matters to management when necessary to ensure satisfactory resolution
• Maintain detailed guest profiles and preferences in the system to personalise future visits
• Coordinate with other departments including housekeeping, maintenance, and food and beverage to ensure seamless guest experiences
• Provide recommendations for dining, entertainment, and local venues to enhance the guest experience
• Monitor guest satisfaction during their stay and conduct follow-up communications to gather feedback
• Document all guest interactions and maintain accurate records of requests and resolutions
• Assist with check-in and check-out procedures as needed
• What we're looking for
• High school diploma or equivalent; hospitality certification or customer service training is advantageous
• Proven experience in guest relations, front desk services, or a similar customer-facing role within the hospitality industry
• Exceptional communication skills in Indonesian and English, with the ability to interact professionally with guests from diverse backgrounds
• Strong problem-solving abilities and a calm demeanour when handling challenging situations
• Excellent organisational skills and the ability to manage multiple guest requests simultaneously
• Proficiency in hotel management systems and Microsoft Office applications
• A genuine passion for hospitality and a commitment to delivering outstanding guest service
• Professional and punctuality, with the flexibility to work varied shifts including evenings, weekends, and public holidays
• Ability to work independently whilst collaborating effectively with team members across all departments
• Strong attention to detail and a dedication to maintaining confidentiality regarding guest information
• What we offer

PT. Harapan Graha Niaga is committed to supporting the professional development and wellbeing of our team members. We offer competitive remuneration packages, opportunities for career advancement within the hospitality sector, and ongoing training to enhance your skills and knowledge. We provide a supportive work environment where your contributions are valued and recognised. Our benefits include staff discounts, health and wellness initiatives, and a collaborative culture that prioritises work-life balance. We are an equal opportunities employer and welcome applications from all qualified candidates.

About us

PT. Harapan Graha Niaga is a prominent hospitality and tourism company dedicated to providing exceptional service and unforgettable experiences. Based in Jakarta, we pride ourselves on our commitment to excellence, professionalism, and genuine care for our guests. Our mission is to create welcoming environments where guests feel valued and comfortable. We maintain high standards of service whilst fostering a positive workplace culture that empowers our employees to deliver their best work every day.

Apply now

If you are a hospitality professional who is passionate about guest satisfaction and ready to make a positive impact, we would love to hear from you. Please submit your CV, a cover letter, and any relevant certifications to our recruitment team. Join PT. Harapan Graha Niaga and become part of a team committed to excellence in hospitality.