Guest Relation Officer (GRO)

Job description

Company Description

Mercure Jakarta Sabang

Hotel for travellers looking for local and authentic experiences

Mercure Jakarta Sabang is a 4-star international hotel, strategically located in the heart of Jakarta, nearby Thamrin street where corporate, Banking, Government offices and Sabang culinary street are only a few steps away. 5 to 15 minutes walking distance to the National Monument (Monas), US Embassy and Gambir train station. 45 minutes drive from the international airport. Ideal for both business and leisure travelers with free WIFI connectivity. Feel the intimate hotel atmosphere and quiet stay.

Located in the prime location nearby Wahid Hasyim and Medan Merdeka Square. Mercure Jakarta Sabang is also just a short stroll away from Gambir Railway station, around 10 minutes away. Get the chance to visit the iconic National Monument & National Museum as well as the Old Town Batavia. Grand Indonesia Shopping Town, Plaza Indonesia and Sarinah department store are easily reached by walking or driving, perfect for shopping gateaway with a wide range of shops, restaurants and lounges.

Feel welcome at Jakarta, with its rich local culture and history. Visit and explore the iconic Jakarta National Monument and National Museum. Enjoy a distinct shopping experience at the nearby Grand Indonesia Shopping Town and Plaza Indonesia.

Jakarta is a dynamic city that is always changing rapidly. We strive to meet the needs of our guests by presenting an adaptable identity and prioritizing safety and comfort.

Job Description

·  Responsible for ongoing communication of pertinence using the logbook provided to other shifts.
·  Responsible for ensuring that clear and constant communication lines are kept with all staff, other area and Departments.
·  To ensure that all guest enquiries and requests are attended to in a helpful, professional yet warm and friendly manner.
·  To ensure on a daily basis that you are fully aware of all arrivals to the Hotel, and in particular, VIP’s and return guests, and that you are aware of any special requests so that they may be acted accordingly.
·  To ensure that you are completely aware of the complete range of services and facilities that the hotel provides to its guests and visitors.
·  To ensure you have a complete and thorough knowledge of the outlets of the hotel, their operating hours and the scope of services that they provide.
·  To ensure that Guest Relations Desk is not left unattended at anytime whilst on duty.
·  To be completely aware of the Fire and Emergency Procedures of the hotel and your responsibilities in an emergency.
·  To acquire, through training provided, a complete knowledge of all policies and policies as set down by the hotel that relate specifically to the Guest Relations.
·  Efficient in assisting guests throughout their stay with any requirements, handling guest feedback, provide direction and give suggestions 
·  Handle guests’ mails, messages, and answering phone calls
·  Maximizing room revenue by up-selling to a higher rate category and selling the highest possible rates for walk-in guests
·  Ensure the safety, security and loss control policies and procedures are compiled with at the front desk and back office area 
·  Perform any related duties and special projects as requested by the Front Office Manager, Reception and Duty Manager 

Qualifications

·  Work experience as a Hotel Front Desk Agent, Guest Experience or similar role, minimum for 1 year
·  Proficiency in using computer systems and hotel management software
·  University/College degree in a related discipline an asset
·  Excellent interpersonal and communication skills, with fluency in English (additional languages are a plus).
·  Ability to work cohesively as part of a team
·  Ability to focus attention on guest needs, remaining calm and courteous at all times
·  Strong interpersonal and problem solving abilities
·  Highly responsible & reliable
·  Exceptional attention to detail and organizational skills.
·  Ability to multitask effectively and prioritize guest needs in a fast-paced environment.

Additional Information

What’s in it for you…

·  The opportunity to work with an exciting new hospitality concept in Central of Jakarta and have a real impact on its success.
·  Join an innovative, fast-growing, international group that’s committed to not just building new hotels but building a global brand.
·  The chance to challenge the norm and work in an environment that is both creative and rewarding.
·  Become part of a team that’s very passionate about creating great hospitality experiences and building a portfolio of brands.
·  A competitive package and plenty of opportunity for development.

Your team and working environment:

·  In 1-2 sentences, introduce the team, property or office environment in a way that reflects the culture
·  Our commitment to Diversity & Inclusion: We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.