Hilton Bali Resort - Guest Relation Manager

Picture yourself brightening someone’s day. When you join our Hotels team, that’s exactly what you’ll do every time you come to work! You will be the primary point of contact for guests during their stay, ensuring that they receive personalized attention and support. Your role will be key in building relationships with guests, enhancing their stay, and ensuring guest loyalty. As a Guest Relationship Officer, you’re not just handling guest inquiries, and managing special requests – you’re spreading the light and warmth of hospitality by delivering memorable experiences that make the stay for every guest.

A. Guest Experience and Satisfaction

• Oversee daily guest relations operations to ensure a personalized and memorable guest experience.
• Monitor guest satisfaction scores, feedback, and online reviews, and implement improvement initiatives.
• Proactively engage with guests to understand their needs, preferences, and expectations.
• Ensure guest requests and special arrangements are handled promptly and efficiently.
• Develop initiatives to enhance guest loyalty and overall satisfaction.

B. VIP and Special Guest Management

• Coordinate VIP arrivals, departures, special occasions, and personalized guest amenities.
• Ensure accurate guest preference records and special requests are maintained and communicated to relevant departments.
• Personally attend to VIP guests, repeat guests, and high-profile individuals when required.
• Collaborate with Front Office, Housekeeping, Food & Beverage, and other departments to ensure seamless VIP experiences.

C. Guest Complaint Handling and Service Recovery

• Handle escalated guest complaints professionally, empathetically, and effectively.
• Ensure appropriate service recovery measures are implemented within the hotel's policies and authority limits.
• Follow up with guests to ensure concerns have been resolved satisfactorily.
• Analyze recurring guest complaints and recommend corrective and preventive actions.
• Maintain accurate records of guest feedback, incidents, and resolutions.

D. Team Leadership and Development

• Lead, supervise, and motivate the Guest Relations team to achieve service excellence.
• Conduct regular briefings, coaching sessions, and performance evaluations.
• Identify training needs and develop team members' communication, problem-solving, and guest engagement skills.
• Ensure team members maintain professional grooming, etiquette, and adherence to service standards.
• Foster a positive, collaborative, and guest-focused working environment.

E. Cross-Departmental Coordination

• Work closely with Front Office, Concierge, Housekeeping, Food & Beverage, Engineering, Spa, and other departments to coordinate guest requirements.
• Communicate relevant guest information and service updates to the appropriate departments.
• Participate in daily operational briefings and follow up on outstanding guest matters.
• Support hotel management in maintaining consistent service standards across all guest touchpoints.

F. Administration and Reporting

• Prepare and review guest satisfaction reports, complaint logs, VIP reports, and service recovery records.
• Monitor guest feedback trends and identify opportunities for service improvement.
• Maintain accurate guest profiles, preferences, and relevant records in the hotel's property management systems.
• Ensure compliance with hotel policies, brand standards, data privacy requirements, and operational procedures.
• Provide regular updates and recommendations to the Front Office Manager or Director of Operations.

• Diploma or Bachelor's degree in Hospitality Management, Hotel Management, or a related field.
• Minimum 3–5 years of experience in Front Office or Guest Relations, preferably in a luxury hotel or resort.
• Previous supervisory or managerial experience is strongly preferred.
• Excellent communication, interpersonal, and guest engagement skills.
• Strong leadership, problem-solving, and conflict-resolution abilities.
• Proficient in hotel property management systems and guest feedback platforms.
• Good command of English; additional languages are an advantage.
• Professional appearance, positive attitude, and strong attention to detail.
• Flexible to work shifts, weekends, and public holidays as required.