Deskripsi Pekerjaan
Join Accor as a Guest Relation Officer and become the cornerstone of exceptional guest experiences. In this pivotal role, you'll orchestrate seamless stays by conducting personalized follow-ups and courtesy calls that anticipate needs and exceed expectations. You'll serve as the vital liaison between guests and hotel departments, coordinating with Front Office, Housekeeping, and F&B teams to resolve inquiries and ensure flawless service delivery. Your proactive approach will transform guest interactions into memorable moments while maintaining Accor's renowned hospitality standards. This position demands exceptional interpersonal skills, cultural awareness, and the ability to create genuine connections with diverse clientele. You'll contribute to the hotel's success by fostering loyalty through personalized attention and resolving challenges with diplomacy and efficiency.
Tanggung Jawab
- Conduct guest follow-ups and courtesy calls to ensure satisfaction throughout their stay
- Coordinate with Front Office and other departments to address guest needs promptly
- Resolve guest inquiries and complaints with professionalism and empathy
- Build rapport with guests to enhance loyalty and repeat business
- Assist with VIP guest arrangements and special requests
- Monitor guest satisfaction metrics and implement improvement strategies
- Collaborate with housekeeping and maintenance teams for room readiness
- Document guest preferences and feedback for personalized service
Kualifikasi
- Minimum 1-2 years in guest relations or hospitality customer service
- Exceptional communication and interpersonal skills in English and Bahasa Indonesia
- Strong problem-solving abilities with conflict resolution experience
- Proficiency in hotel management systems (Opera, Fidelio, etc.)
- Attention to detail and proactive service orientation
- Ability to multitask in fast-paced environments
- Valid hospitality certification or relevant degree preferred
- Knowledge of local attractions and tourism resources in Bogor