Job description for Guest Relations Officer - Mandarin Speaker at JMC Consulting
JOB DESK (DUTIES & RESPONSIBILITIES)
• VIP & Returnee Management: Daily review of VIP lists, returning guests, and arrival reports to inspect expected rooms, verify amenities, and offer a warm greeting upon arrival.
• Mandarin Liaison: Act as the primary cultural translator and liaison for Mandarin-speaking guests to ensure seamless communication during check-in, check-out, and throughout their stay.
• Long-Staying Guest Engagement: Weekly auditing of long-staying guest logs to build, establish, and actively maintain relationships, ensuring they feel entertained and accommodated.
• VIP Release Distribution: Secure room number signatures from the Front Office Manager to distribute VIP notices to relevant departments, while arranging custom special requests for VIP walk-ins.
• Inquiry & Complaint Handling: Attend promptly to guest queries and concerns, coordinate with Department Heads for immediate action, pacify guests during investigations, and accurately log events in the logbook.
• Guest Care & Celebrations: Coordinate and arrange birthday cakes, flowers, or cards for resident, regular, or returning guests, and arrange wellness care (such as cards, flowers, or hospital visits) for sick guests.
• Information & Concierge Assistance: Maintain up-to-date files regarding hotel facilities, airline schedules, transit routes, maps, and local Bali tourist information to assist guests.
• Amenity Auditing: Conduct weekly assessments of the long-staying guest roster to arrange timely delivery of weekly fruits and flowers.
• Departure Farewell: Personally bid a professional farewell to departing VIP guests to guarantee a memorable final impression.
