Guest Relations Officer

Guest Relations Officer (GRO)

Location: Mason Elephant Park & Lodge, Taro – Gianyar, Bali

The Guest Relations Officer (GRO) is responsible for delivering exceptional guest experiences across all Mason facilities and attractions, including Mason Elephant Park, Mason Elephant Lodge, Restaurants, Gallery, and all related activities and services. This role serves as the primary point of contact for guests, ensuring their needs are met, concerns are resolved promptly, and every interaction reflects Mason’s commitment to outstanding hospitality and memorable experiences.

Job Requirements:

• Diploma or Bachelor's Degree in Hospitality Management, Tourism, Public Relations, Communications, or a related field.

• Minimum 1–2 years of experience in Guest Relations, Front Office, Guest Services, Customer Experience, or a similar hospitality role.

• Experience in a hotel, resort, tourist attraction, theme park, or destination hospitality environment is highly preferred.

• Strong understanding of hospitality service standards and guest experience management.

• Proven ability to handle guest complaints and service recovery effectively and professionally.

• Excellent interpersonal and communication skills.

• Fluent in English, both spoken and written.

• Additional foreign language skills (Mandarin, Japanese, Korean, French, German, etc.) are a strong advantage.

• Ability to engage confidently with guests from diverse cultural backgrounds.

• Professional appearance and demeanor.

• Proactive, detail-oriented, and highly organized.

• Able to work independently as well as within a team environment.

• Domiciled in Gianyar - Bali is preffered!

Key Responsibilities

• Welcome and engage guests across all Mason facilities and attractions.

• Act as the primary point of contact for guest inquiries, requests, special arrangements, feedback, and concerns.

• Ensure a seamless and memorable guest experience throughout the entire guest journey.

• Monitor guest satisfaction and proactively identify opportunities to enhance the guest experience.

• Handle guest complaints professionally and coordinate timely resolutions with relevant departments.

• Maintain close communication with Operations, Front Office, Reservations, Food & Beverage, Activities, and other departments to ensure guest expectations are exceeded.

• Conduct guest follow-ups and service recovery actions when necessary.

• Collect, analyze, and report guest feedback to management for continuous improvement initiatives.

• Promote and recommend Mason products, facilities, activities, and experiences to maximize guest engagement and satisfaction.

• Support the achievement and maintenance of positive online reviews and guest satisfaction ratings.

• Ensure all interactions consistently reflect Mason’s brand standards and hospitality values.