Japanese Guest Relations Officer at The Apurva Kempinski Bali

Application Deadline: 28 February 2025

Department: Rooms Division, Front Office & Guest Services

Employment Type: Fixed Term - Full Time

Location: Indonesia - Bali

Reporting To: Guest Relation Manager

DescriptionThe Lady in Red is an iconic symbol of Kempinski and is in essence the Hotel Ambassador (or First Lady). As an extended arm of the General Manager she welcomes, meets and farewells hotel guests and is responsible for the communication with all guests providing highest quality service standards. The Lady in Red is empowered to take immediate decisions in respect to guest well being.

Key ResponsibilitiesThe job of Lady in Red is executed satisfactorily when:\n LQA (Leading Quality Assurance) audit results are 85% and above.\n CSS (Customer Satisfaction Survey) results are rated on an average with “5” and above.\n Hotel and Outlets are promoted.\n Guest complaints are minimized and if occur followed up efficient and are reported to Operations team.\n In case of immediate need, the Lady in Red helps with reception duties. \n\n

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Skills, Knowledge and Expertise\nNative or fluent in Japanese (spoken & written)\nProficient in English; additional language is a plus\nHas minimum 2 years experience in hospitality, customer service, or a similar role\nExcellent communication and interpersonal skills\nProblem-solving and multitasking ability\nHigh level of professionalism and customer service orientation\n