Lowongan GRO (Guest Relation Officer) / Senior GRO di PT Keppel Land

Job Purpose

Responsible for managing the first impressions of our guests, and therefore must perform the tasks with the highest standards to ensure an exceptional guest experience.

Job Qualification

1. Minimum bachelor’s degree in hospitality, or any related field.
2. Minimum 1 years’ experience as Guest Relation Officer (GRO).
3. Advance proficiency in both English and Indonesia languages is required for this role.
4. Good interpersonal, communication skill and active listening skills.
5. Have a commitment to deliver a high level of customer service.
6. Have understanding of all hotel management best practices and relevant laws.
7. Have strong problem-solving skills.
8. Professional appearance.
9. Have ability to build rapport and create professional relationship.
10.  Having in-depth knowledge and understanding of the operation of the business, including the hotel’s activity.
11. Willing to be station in Bintan.

Responsibilities

1. Provide upscale guest service experiences for members and guests throughout their stay.
2. Ensure members and guests are properly greeted upon their arrival.
3. Monitor daily bookings and ensure assigned rooms are prepared prior to check-in.
4. Oversee check-in and check-out procedures, including reservations and financial transactions.
5. Demonstrate a thorough understanding of all facilities and services provided within the hotel and identify opportunities for up-selling and promoting when appropriate.
6. Actively listen to every complaint and resolve it in accordance with company policies.
7. Ensure that all guest are treated as special guests (VIP) and providing excellent services.
8. Analyze guests’ feedback from hotel guestbook and online reviews and suggest way to improve ratings.
9. Maintain good communication and work relationships in all hotel areas.
10. Other duties as assigned by direct Supervisor.