Deskripsi Pekerjaan
Join our dynamic team at PT. Harapan Graha Niaga as a Guest Relation Officer (GRO) and become the cornerstone of our exceptional hospitality experience. We're seeking a warm, professional individual with a genuine passion for service excellence to create memorable moments for our valued guests. As the first point of contact, you'll embody our commitment to personalized attention while ensuring seamless operations across all guest touchpoints. This role offers the perfect opportunity to thrive in a fast-paced environment where your interpersonal skills and problem-solving abilities will directly impact guest satisfaction and loyalty.
Our ideal candidate thrives in multicultural settings and possesses the emotional intelligence to anticipate guest needs before they're expressed. You'll collaborate with cross-functional teams to maintain service standards while maintaining a calm demeanor during peak periods. Beyond daily responsibilities, you'll contribute to process improvements that elevate our guest experience. In return, we offer competitive compensation, comprehensive training, and a pathway to career growth within Indonesia's premier hospitality organization.
Tanggung Jawab
- Deliver personalized guest services including check-in/check-out, concierge assistance, and special requests
- Proactively identify and resolve guest concerns with prompt, solutions-oriented approaches
- Coordinate with housekeeping, security, and maintenance teams for seamless operations
- Maintain detailed guest records and preferences for personalized service delivery
- Execute upselling strategies for premium services and facilities
- Conduct regular facility inspections to ensure presentation standards
- Assist in crisis management and emergency response procedures
- Train new staff on service protocols and brand standards
Kualifikasi
- Minimum 1-2 years in hospitality or customer service role
- 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.)
- Ability to multitask effectively in high-pressure environments
- Professional appearance and polished presentation skills
- Valid Basic Life Support (BLS) certification preferred
- Knowledge of local attractions and tourism resources