Guest Relations Officer (GRO) / Customer Service Representative

Join LIT Group as a Guest Relations Officer (GRO) / Customer Service Representative in Surabaya and become the face of exceptional hospitality! In this dynamic role, you will serve as the first point of contact for our valued guests, ensuring a seamless and memorable experience from check-in to check-out. With a focus on delivering outstanding service, you will be responsible for handling guest inquiries, resolving issues, and creating a warm and inviting atmosphere that reflects our commitment to excellence.

At LIT Group, we pride ourselves on our rich history and legacy in the hospitality industry. As one of the leading companies in Surabaya, we are dedicated to providing exceptional service and creating unforgettable experiences for our guests. In this role, you will have the opportunity to work in a fast-paced environment, collaborating with a team of professionals to deliver the best possible experience for our guests.

As a Guest Relations Officer (GRO) / Customer Service Representative, you will be responsible for providing exceptional customer service, handling guest inquiries, and resolving issues in a timely and efficient manner. You will use our property management system (PMS) to manage guest reservations, check-ins, and check-outs, ensuring a smooth and hassle-free experience for our guests.

📋 Tanggung Jawab Pekerjaan

• Provide exceptional customer service by greeting guests upon arrival and assisting them with check-in and check-out procedures.
• Handle guest inquiries and resolve issues in a timely and efficient manner, ensuring a positive and memorable experience for our guests.
• Use our property management system (PMS) to manage guest reservations, check-ins, and check-outs, ensuring accuracy and efficiency.
• Collaborate with the housekeeping and maintenance teams to ensure that guest rooms are clean, well-stocked, and ready for the next guest.
• Promote our hotel's amenities, services, and special offers to guests, upselling and cross-selling as appropriate.
• Maintain a high level of professionalism and discretion at all times, adhering to our hotel's policies and procedures.
• Stay up-to-date with industry trends and best practices in customer service and hospitality.
• Participate in team meetings and training sessions to ensure a consistent and high-quality level of service.

🎓 Kualifikasi & Syarat

• Minimum of 2 years of experience in a customer service or hospitality role, preferably in a hotel or similar environment.
• Strong communication and interpersonal skills, with the ability to build rapport with guests and handle difficult situations with professionalism and tact.
• Excellent problem-solving skills, with the ability to think on your feet and find solutions to guest inquiries and issues.
• Proficiency in English and Indonesian, both written and spoken.
• Familiarity with property management systems (PMS) such as Opera, Siteminder, or similar.
• Ability to work well under pressure and meet deadlines in a fast-paced environment.
• High level of professionalism, discretion, and attention to detail.
• Valid SIM card and ability to work flexible hours, including evenings, weekends, and holidays.

🛠️ Keahlian

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