Guest Relations Manager – Beach Club (Canggu)

Are you a driven individual with a strong work ethic? One of Bali’s leading Beach Club venues is looking for a talented, driven Guest Relations Manager to join their team immediately. 

The ideal candidate will be responsible for overseeing a team of guest relations and reservations staff and working closely with other departments to ensure guest satisfaction and loyalty. This is a dynamic role that requires the ability to multitask, problem-solve, and maintain a positive attitude in a fast-paced environment

Requirements:

• Open for local candidates.
• Minimum of three years experience in guest relations or hospitality management, preferably in a beach club venue or resort setting.
• Excellent verbal and written communication skills in English. Proficiency in other languages is a plus.
• Proven ability to lead and motivate a team to deliver exceptional service.
• Strong leadership and supervisory skills are essential.
• A genuine passion for providing outstanding customer service, memorable hospitality and a commitment to exceeding guest expectations. 
• Have an outgoing personality and be able to build a strong rapport with customers and team.
• Ability to prioritise tasks, manage time effectively, and work efficiently under pressure.
• Strong problem-solving abilities with a proactive and solution-oriented mindset.
• Exceptional interpersonal skills to interact effectively with guests, team members, and stakeholders from diverse backgrounds.
• Awareness and understanding of local customs and traditions in Indonesia to ensure respectful and culturally sensitive interactions with guests.
• Willingness to work in shifts, including weekends, holidays, and evenings as required by the operational needs of the venue.
• A great work ethic, and thinking outside the box.
• Access to influential and promotional contacts in Bali and abroad would be a plus.

Responsibilities :

• Lead and supervise the guest relations team to provide excellent service, ensuring guests feel welcomed, valued, and cared for throughout their visit.
• Monitor guest feedback and proactively address any issues or concerns to ensure high levels of guest satisfaction and repeat business.
• Build and maintain strong relationships with guests, anticipating their needs and preferences to create personalised experiences, promote loyalty and exceed their expectations.
• Train, coach, and mentor guest relations and reservations staff, ensuring they are knowledgeable about the venue’s offerings and equipped to provide exceptional service.
• Collaborate with various departments, such as F&B, events, and operations, to ensure seamless coordination and delivery of guest services.
• Represent the brand and venue within the wider community ensuring an appropriate level of community engagement and social welfare initiatives as per the venue’s Social Responsibility programme. 
• Oversee guest reservation systems and processes, ensuring accurate bookings and effective communication with guests regarding reservations and special requests.
• Handle VIP guest arrivals, personalised amenities, and ensure their unique requirements and preferences are met throughout their stay.
• Assist in planning and executing special events, coordinating with the events team to ensure guest satisfaction and smooth event operations.
• Handle guest complaints, emergencies, or challenging situations calmly and professionally, seeking resolution and maintaining a positive guest experience.
• Maintain accurate guest records, prepare reports, and manage guest relations budgets efficiently.
• Stay up to date with industry trends, competitors’ offerings, and local attractions to provide recommendations and enhance guest experiences.
• Responsible for reporting daily, weekly and monthly as required. 

Benefits: 

• Salary according to experience + BPJS