Guest Relations Officer (GRO)

About the role

Provide assistance to guests at Bandar Udara Internasional I Gusti Ngurah Rai lounge, including seating arrangements, flight information, and support for guests with special needs. Monitor the lounge regularly to ensure guest comfort and coordinate with operational teams to maintain service standards.

Key responsibilities

• Provide assistance to guests, including helping with seating arrangements according to guest needs

• Collect feedback and Customer Satisfaction Index (CSI)

• Monitor lounge area regularly to ensure guest comfort and needs are met

• Provide departure reminders to guests approaching flight times

• Assist guests in obtaining flight information, including schedule changes and departure gates

• Provide assistance to guests with special needs, including elderly guests, guests with disabilities, and families travelling with children

• Handle guest questions, requests, and complaints in a friendly, prompt, and professional manner

• Coordinate with operational teams to ensure lounge service runs smoothly

• Execute duties according to standard operating procedures and company service standards

About you

• Minimum Diploma 1 (D1) education, preferably in Hotel Management, Tourism, Hospitality Management, or related field

• Experience in hospitality, hotel, lounge, airline, guest relations, customer service, or front office is an advantage

• Fresh graduates with hospitality internship experience are welcome to apply

• Active communication ability in English; proficiency in other foreign languages is an advantage

• Very good communication and interpersonal skills

• Neat and professional appearance according to company grooming standards

• Physical posture and condition that support service delivery and mobility in lounge area

• Friendly, confident, responsive, proactive, and strong service mindset

• Able to handle guest needs and complaints professionally

• Able to work individually and as part of a team

• Willing to work on shift system, including weekends and public holidays

• Willing to be placed at Bandar Udara Internasional I Gusti Ngurah Rai, Bali

• Able to join as soon as possible