Guest Relations / Admin

Guest Relations Officer / Administrator (GRO/Admin)

Overview

We are seeking a warm, engaging, and organized individual to join Cake Empire Bali as a Guest Relations Officer / Administrator (GRO/Admin). This role is responsible for delivering exceptional customer service, supporting front-of-house operations, and ensuring administrative tasks are completed accurately and efficiently. The successful candidate will be the first point of contact for many of our guests and play an important role in creating memorable experiences while supporting the daily operations of the business.

Key Responsibilities

Guest Relations & Front-of-House

• Greet and welcome all walk-in guests with warmth and professionalism.

• Provide information about cakes, classes, workshops, and services.

• Assist guests with cake tastings, dine-in orders, and general enquiries.

• Ensure the showroom and customer areas remain clean, organized, and inviting.

• Support customer events, tastings, and special occasions held at Cake Empire.

Sales & Customer Service

• Manage enquiries via WhatsApp, Instagram, phone, email, and walk-ins.

• Assist customers with quotations, bookings, and order confirmations.

• Coordinate order details with the pastry and decorating team.

• Support upselling opportunities including cake slices, beverages, classes, and add-on products.

• Follow up on customer enquiries and pending orders when required.

Administration

• Maintain accurate customer, sales, and order records.

• Prepare daily and weekly sales reports.

• Assist with invoicing, payment tracking, and receipt management.

• Maintain filing systems and operational documents.

• Monitor stock levels of packaging, decorations, stationery, and shop supplies.

• Support general administrative duties as directed by the Manager or Owners.

Marketing & Social Media Support

• Capture and post simple in-store content.

• Respond to online comments and messages professionally.

• Assist with promotions, partnerships, workshops, and events.

• Collect guest feedback and reviews to support business growth.

Requirements

• Friendly, positive, and customer-focused personality.

• Strong verbal and written communication skills in Bahasa Indonesia and English.

• Good organizational and administrative skills.

• Comfortable using WhatsApp Business, Google Workspace, Microsoft Office, and social media platforms.

• Ability to multitask in a fast-paced environment.

• Previous experience in hospitality, retail, administration, customer service, or guest relations is preferred.

Success Measures

• Excellent guest satisfaction and customer feedback.

• Fast and professional response to customer enquiries.

• Accurate order processing and administration.

• Well-maintained customer records and reports.

• Positive contribution to sales growth and guest experience.