Guest Relation Officer; Supervisory Level Job Lumbuk Indonesia,Hospitality / Hotel / Catering

Position: Guest Relation Officer (Supervisory Level)
Location: Lumbuk

Guest Relation Officer (Supervisory Level)

Kanalla Boutique Hotel is a boutique lifestyle property in Kuta, Lombok with 15 rooms, a main pool, and a restaurant & bar. We believe every guest deserves a personalised, memorable, and heartfelt experience — and the Guest Relation Officer is at the heart of making that happen.

WHAT YOU WILL DOPersonalized Guest Experience

Deliver a warm, personalized welcome to every guest from the moment of first contact
Learn and remember guest preferences, special occasions, and personal details
Arrange surprises, special setups, and personalized touches for birthdays, honeymoons, and anniversaries
Ensure every guest feels genuinely seen, valued, and taken care of throughout their stay
Proactively identify what guests may need before they ask
Coordinate with all departments to ensure guest needs are fulfilled seamlessly
Monitor in-house guests daily and check in on their satisfaction
Address any concerns or discomfort before they become complaints

Guest Communication

Reply to all incoming guest messages via Whats App, OTA platforms, and email promptly and professionally — target within 2 hours
Send pre-stay welcome messages to all arriving guests 3 days before arrival
Send post-stay thank-you messages to all departed guests within 24 hours
Follow up on any unresolved guest concerns after departure

Review Management

Proactively invite satisfied guests to leave a review on , Google, Trip Advisor, and Agoda
Reply to all guest reviews on all OTA platforms within 24 hours in a warm, professional, and brand-aligned manner
Monitor OTA rating daily — target 9.0 and above across all platforms
Analyze review trends and report recurring issues to management for action
Check, confirm, and follow up on all incoming reservations daily
Verify guest details, special requests, and preferences prior to arrival
Coordinate room allocation and special arrangements with Front Office and Housekeeping
Manage modifications, cancellations, and special booking requests efficiently

Front Office Supervision

Supervise Front Office staff during shift and ensure service standards are consistently met
Brief and guide the team at the start of each shift on arrivals, VIPs, and special requirements
Support and mentor junior Front Office staff in guest handling and communication skills
Escalate and resolve guest complaints calmly, professionally, and with full ownership

WHAT WE NEED

Min. D3 / S1 in Hospitality, Tourism, or related field
Min. 2–3 years experience in Guest Relations or Front Office
Min. 1 year in a supervisory or senior role
Excellent English communication — written and spoken (mandatory)
Familiar with Guest Pro PMS and OTA Extranets (, Agoda, Airbnb)
Warm, empathetic, and genuinely passionate about guest experience
Strong written communication for guest messaging and review replies
Well-groomed at all times
Proactive, detail-oriented, and calm under pressure
Flexible to work shifts including weekends and public holidays

KEY TARGETS

OTA Overall Rating: 9.0 and above
Review Response Rate: 95%+ within 24 hours
Pre-Stay Message Rate: 100% of all arrivals
Post-Stay Message Rate: 100% of all departures
Guest Complaint Resolution: 100% resolved before departure
Review Collection Target:
Min. 80% of guests invited to review

WHAT WE OFFER

Competitive salary based on experience
Service charge distribution based on KPI achievement
Uniforms & meals provided
Annual leave as per Indonesian Labor Law
Career growth and development in a growing boutique property
A warm, professional, and supportive working environment

Only shortlisted candidates will be contacted.

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