Guest Relation Officer

Join a hotel that is a member of the Accor network, whose group brings together more than 45 brands, 5,500 hotels, 10,000 restaurants and lifestyle destinations. Here, we believe in you and what you bring to the table. There are many opportunities for development and advancement. Every gesture, every smile, every action, contributes to creating a positive and memorable impact for our customers, our colleagues and also for our planet. Together, we embody the vision of responsible hospitality.

Take the opportunity to become a Heartist®, and let your heart guide you in this world where life beats faster.

Pullman Ciawi Vimala Hills Resort Spa & Convention is a premium 5-star retreat sprawled across 14 hectares. The hotel is designed to immerse guests in breathtaking natural vistas and unrivaled tranquility. Pullman Ciawi Vimala Hills Resort Spa & Convention achieved the prestigious accolade of "Hotel of the Year" at the Accor Asia Leadership Conference. As one of The Best Resort in Asia, the hotel offers 208 opulent rooms and 19 villas, 4 restaurants and bar, meeting rooms and convention centers, spa, entertainment and activities area.

The Guest Relation Officer (GRO) is responsible for ensuring a personalized and memorable guest experience by providing attentive, professional, and proactive service. This role acts as a key point of contact for guests, handling special requests, VIP arrivals, and guest feedback to maintain the highest level of satisfaction in line with Pullman’s brand standards.

Key Responsibilities

• Welcome and greet guests warmly upon arrival, especially VIPs and repeat guests.
• Ensure smooth check-in and check-out experiences in coordination with the Front Office team.
• Handle guest inquiries, special requests, and complaints promptly and professionally.
• Monitor guest preferences and maintain accurate guest history records.
• Coordinate room arrangements, amenities, and special setups for VIP guests.
• Conduct courtesy calls and follow up on guest satisfaction during their stay.
• Liaise with other departments to ensure seamless service delivery.
• Handle online and in-house guest feedback, ensuring timely resolution.
• Promote hotel facilities and services to enhance guest experience.
• Ensure compliance with brand service standards and grooming guidelines.
• Prepare reports related to guest feedback, VIP arrivals, and service recovery actions.
• Act as a hotel ambassador, ensuring a high level of professionalism at all times.

Qualifications

• Minimum 1–2 years of experience in Front Office or Guest Relations, preferably in a 4- or 5-star hotel.
• Excellent communication and interpersonal skills.
• Good command of English (spoken and written); additional languages are an advantage.
• Strong problem-solving and guest handling skills.
• Well-groomed, professional appearance in line with hotel standards.
• Customer-oriented mindset with attention to detail.
• Ability to work flexible hours, including weekends and public holidays.
• Positive attitude, friendly personality, and strong service passion.