Job Description
Are you a hospitality professional with a passion for excellence and a knack for leadership? A prestigious luxury resort in Karawang is looking for a dedicated Supervisor Guest Relation Officer (GRO) to join our dynamic front-office team. In this pivotal role, you will be the face of our property, ensuring that every guest experiences the highest standards of service and comfort from arrival to departure.
As a Supervisor, you will not only handle complex guest inquiries and VIP arrangements but also mentor and lead your team to deliver seamless, personalized experiences. We are seeking an individual who thrives in a fast-paced luxury environment and is committed to maintaining our reputation for world-class hospitality. If you are ready to take the next step in your career with a supportive employer that values professional growth, we invite you to apply today.
Responsibilities
- Oversee daily front-office and GRO operations to ensure adherence to brand service standards.
- Lead, train, and motivate the guest relation team to provide exceptional, personalized guest service.
- Manage VIP guest arrivals, special requests, and any escalated guest complaints with diplomacy and efficiency.
- Coordinate cross-departmentally with housekeeping, F&B, and security to ensure guest satisfaction.
- Maintain accurate guest databases and analyze feedback to implement service improvements.
- Conduct regular briefings and performance evaluations for the GRO team members.
- Ensure a welcoming and professional atmosphere in the lobby and all guest-facing areas.
Qualifications
- Minimum of 3 years of experience in guest relations or front office within a luxury hotel or resort environment.
- Proven leadership experience with the ability to manage and inspire a diverse team.
- Excellent communication and interpersonal skills, with proficiency in English and Indonesian.
- Strong problem-solving abilities and a proactive approach to guest satisfaction.
- Professional grooming and a sophisticated, guest-oriented demeanor.
- Proficiency in Property Management Systems (PMS) such as Opera or similar software.
- Degree in Hospitality Management or a related field is highly preferred.