Guest Relations Officer (Russian Speaker) at The Apurva Kempinski Bali
Department: Rooms Division, Front Office & Guest Services
Employment Type: Fixed Term - Full Time
Location: Indonesia - Bali
Reporting To: Guest Relation Manager
Description
The 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 Responsibilities
The job of Lady in Red is executed satisfactorily when:- LQA (Leading Quality Assurance) audit results are 85% and above.
- CSS (Customer Satisfaction Survey) results are rated on an average with “5” and above.
- Hotel and Outlets are promoted.
- Guest complaints are minimized and if occur followed up efficient and are reported to Operations team.
- In case of immediate need, the Lady in Red helps with reception duties.
Skills, Knowledge and Expertise
- Fluent in Russian (spoken & written)
- Proficient in English; additional language is a plus
- Has minimum 2 years experience in hospitality, customer service, or a similar role
- Excellent communication and interpersonal skills
- Problem-solving and multitasking ability
- High level of professionalism and customer service orientation