Guest Relations Officer; GRO

Provide assistance to guests at Bandar Udara Internasional Juanda 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 Juanda, Surabaya

Able to join as soon as possible