Gues Relation Officer

Company: Reload Sanctuary
Location: Padang Linjong, Canggu, Bali
Department: Operations / Front of House
Reports to: Front of House Supervisor / Operations Manager

The Guest Relations Officer is responsible for creating a warm, engaging, and memorable experience for every guest at Reload Sanctuary. This position requires someone who is confident, friendly, stylish, and comfortable initiating conversations with both local and international guests.

The role focuses on mingling with guests, building genuine relationships, collecting guest information and feedback, identifying their preferences, and connecting them with the appropriate services, facilities, or team members within Reload Sanctuary.

• Proactively approach, welcome, and engage with guests throughout Reload Sanctuary.
• Initiate friendly and natural conversations without making guests feel pressured or uncomfortable.
• Mingle with guests in operational areas to ensure they feel welcomed, recognized, and properly assisted.
• Build professional relationships with regular members, first-time visitors, VIP guests, and potential members.
• Remember guest names, preferences, interests, and previous experiences whenever possible.
• Introduce guests to other members or relevant team members when appropriate.
• Maintain positive interaction with guests while respecting their privacy and personal space.

• Ensure guests receive a consistently warm, personalized, and professional experience.
• Provide accurate information regarding Reload Sanctuary’s facilities, services, memberships, classes, personal training, recovery treatments, events, and promotions.
• Conduct facility tours for potential members and first-time guests.
• Observe the guest journey and identify opportunities to improve their experience.
• Follow up with guests regarding their visit, feedback, requests, or unresolved concerns.
• Coordinate with Reception, Fitness, F&B, Spa, Housekeeping, and other departments to fulfill guest needs.
• Handle minor complaints professionally and elevate serious or sensitive concerns to the appropriate supervisor or manager.

• Collect guest information accurately and professionally with the guest’s consent.
• Update guest profiles, preferences, feedback, visit history, and relevant notes in the approved company system.
• Identify potential leads and communicate relevant guest interests to the Sales or Membership team.
• Prepare daily or weekly summaries of guest interactions, feedback, potential leads, complaints, and follow-up actions.
• Maintain the confidentiality and security of all guest information.
• Ensure guest data is collected and used only for authorized business purposes.

• Communicate confidently and professionally in English and Bahasa Indonesia.
• Represent Reload Sanctuary’s image, values, and service standards at all times.
• Maintain confident body language, positive energy, and a friendly presence.
• Support company events, community activities, special programs, and VIP visits.
• Promote Reload Sanctuary naturally through conversation without using an aggressive sales approach.
• Maintain professional communication through Whats App, telephone, email, and face-to-face interaction.

• Minimum 1–2 years of experience in guest relations, hospitality, lifestyle venues, fitness clubs, luxury hotels, restaurants, beach clubs, or similar customer-facing roles.
• Confident and fluent in conversational English.
• Excellent interpersonal and communication skills.
• Comfortable initiating conversations and interacting with new people.
• Confident, outgoing, approachable, and socially aware.
• Well-groomed, stylish, attractive, and able to represent a premium…