Guest Relation Officer

Join a hotel that is a member of the Accor network, whose group brings together more than 45 brands, 5,500 hotels, 10,000 restaurants and lifestyle destinations. Here, we believe in you and what you bring to the table. There are many opportunities for development and advancement. Every gesture, every smile, every action, contributes to creating a positive and memorable impact for our customers, our colleagues and also for our planet.

Together, we embody the vision of responsible hospitality. Take the opportunity to become a Heartist®, and let your heart guide you in this world where life beats faster. Pullman Ciawi Vimala Hills Resort Spa & Convention is a premium 5-star retreat sprawled across 14 hectares. The hotel is designed to immerse guests in breathtaking natural vistas and unrivaled tranquility.

Pullman Ciawi Vimala Hills Resort Spa & Convention achieved the prestigious accolade of "Hotel of the Year" at the Accor Asia Leadership Conference. As one of The Best Resort in Asia, the hotel offers 208 opulent rooms and 19 villas, 4 restaurants and bar, meeting rooms and convention centers, spa, entertainment and activities area.

Key Responsibilities

Welcome and assist guests upon arrival, providing a warm and personalized greeting. Ensure VIP, repeat, and special occasion guests receive exceptional service and attention. Handle guest inquiries, requests, and concerns promptly and professionally. Conduct guest follow-ups and courtesy calls to ensure satisfaction throughout their stay.

Coordinate with Front Office and other departments to fulfill guest requests and special arrangements. Maintain accurate records of guest preferences, feedback, and service recovery actions. Assist with VIP arrivals, room inspections, amenities setup, and special guest arrangements. Provide information regarding hotel facilities, services, promotions, and local attractions.

Handle guest complaints professionally and coordinate solutions with relevant departments. Monitor online and in-house guest feedback to support service improvement. Promote hotel services and facilities to enhance guest experience and revenue opportunities. Maintain a professional appearance and uphold hotel brand service standards at all times.

Qualifications

Minimum 1–2 years of experience in Front Office, Guest Relations, or a similar role, preferably in a 4- or 5-star hotel. Excellent communication and interpersonal skills. Good command of English (spoken and written); additional languages are an advantage. Strong guest service orientation with excellent problem-solving abilities.

Ability to handle guest complaints and challenging situations professionally. Well-groomed, confident, and professional appearance. Good knowledge of hotel operations and guest service standards. Ability to work flexible shifts, including weekends and public holidays. Positive attitude, proactive personality, and strong attention to detail.