Deskripsi Pekerjaan
Are you a passionate hospitality leader looking to elevate your career in the heart of Bali? Graha Megaria Raya is seeking a highly professional and service-oriented Guest Relations Office (GRO) Supervisor to join our prestigious 5-star hotel property in Seminyak.
As a GRO Supervisor, you will act as a brand ambassador, ensuring that every guest receives a world-class experience from arrival to departure. We are looking for an individual who thrives in a fast-paced luxury environment, possesses exceptional communication skills, and has a proven track record of managing high-performing teams to deliver excellence in guest satisfaction.
In this role, you will oversee daily guest relations operations, handle complex guest inquiries, and foster a culture of hospitality that aligns with our 5-star service standards. If you are a proactive problem solver with a flair for luxury guest services, we invite you to apply.
Tanggung Jawab
- Lead and motivate the Guest Relations team to ensure consistent delivery of 5-star service standards.
- Oversee VIP arrivals, room inspections, and personalized guest arrangements.
- Act as the primary point of escalation for guest complaints, ensuring swift and satisfactory resolutions.
- Analyze guest feedback reports and implement strategies to improve overall guest satisfaction scores (GSS).
- Coordinate closely with Front Office, Housekeeping, and F&B departments to ensure seamless service delivery.
- Maintain comprehensive records of guest preferences to personalize future stays.
- Conduct regular training sessions for staff on brand standards and service excellence.
Kualifikasi
- Minimum 2-3 years of experience in a supervisory role within a 4 or 5-star hotel environment.
- Proven ability to manage guest relations and resolve complex service issues.
- Excellent command of English, both written and spoken; proficiency in additional languages is a strong advantage.
- Strong leadership skills with the ability to coach and develop team members.
- Deep understanding of hotel management systems (e.g., Opera or similar PMS).
- Polished professional appearance and a warm, welcoming demeanor.
- Flexibility to work in rotating shifts, including weekends and public holidays.