Guest Relation Officer

About the Role

We are looking for an experienced Guest Relations Officer / Front Desk Agent to join a premium hospitality operation in Bali.

This role is centered around one thing: creating a smooth, personal and professional guest experience from arrival to departure.

As a Guest Relations Officer, you will be one of the main points of contact for our guests throughout their stay. You will manage check-ins, support daily guest communication and coordinate closely with the operational team to ensure requests are handled efficiently and professionally.

You are the bridge between the guest and the operation — proactive, approachable and always one step ahead.

Your Responsibilities

• Manage the guest journey from pre-arrival and check-in through to departure

• Welcome guests with warmth, confidence and genuine attention

• Act as a main point of contact throughout the guest stay

• Communicate professionally via WhatsApp, PMS, phone and in person

• Coordinate guest requests with Reservations, F&B, Housekeeping, Maintenance and other operational departments

• Ensure smooth and well-organized check-in and check-out processes

• Provide guests with relevant information and recommendations during their stay

• Follow up proactively on requests and ensure they are completed

• Handle guest concerns and complaints with empathy and a solution-oriented mindset

• Maintain accurate guest information and operational records

• Support daily administrative and operational tasks

• Help create a consistently high standard of hospitality across the entire guest journey

What We Are Looking For

• Minimum 2 years of experience in Guest Relations, Front Office, Hotel, Villa or Hospitality Operations

• Fluent English, both spoken and written

• Positive, confident and naturally outgoing personality

• Strong interpersonal and communication skills

• Highly guest-focused with a genuine hospitality mindset

• Organized and comfortable managing multiple requests simultaneously

• Proactive, reliable and able to take ownership

• Calm and professional when dealing with unexpected situations

• Comfortable using WhatsApp, booking systems and basic digital tools

• Good understanding of international guest expectations

What We Offer

• Competitive compensation package

• BPJS Health Coverage

• Professional and supportive working environment

• Opportunity to grow with a developing hospitality operation

• Transparent communication and hands-on leadership

• Long-term development opportunities for strong performers

About Us

We are part of a growing hospitality operation in Bali focused on creating thoughtful, high-standard guest experiences.

Our approach combines professional operations with warm, personal hospitality. We believe great guest relations are built through attention to detail, clear communication and genuine human connection.

We are looking for someone who takes ownership, enjoys working with people and wants to grow within a professional hospitality environment.

If this sounds like you, we look forward to receiving your application.

Employer questions

Your application will include the following questions:

• What's your expected monthly basic salary?

• Which of the following types of qualifications do you have?

• How many years' experience do you have as a Front Office Worker?

• Do you have experience in a sales role?

• Do you have experience in an administration role?

• Which of the following languages are you fluent in?

• Do you have customer service experience?

• How much notice are you required to give your current employer?