• To ensure hotel revenue is balanced, controlled, complete and accurately reported each day
• Perform spot audit on rooms periodically, checking against housekeeping report
• Complete any other projects, tasks or activities as assigned from time to time
• Reconcile taxes and service charged on revenue
• Split revenue in Opera as per agreed ratios (e.g. third party or packages, where ever not configured in the system)
• Prepare Food and Beverage Report, Daily Revenue Report
• Ensure rebate for the day is initiated and signed by Manager. Receive authorization for rebates per the Delegation of Authority (DOA)
• Scrutinize the rebates for reason ability and adherence to DOA
• Check total of all ledgers (guest/ city/ deposit/ package) to ensure all transactions for the prior day have been posted accurately
• In case of discrepancy, run Opera Imbalance Report which identifies ledger in which the item is stuck
• Generate No Show report to check that charges are levied and bills are raised to the guest by Front Desk
• Receive incentive sheet duly approved from Front Office along with back up for the up sells
• Receive signed copy of upgrade report from Front office and verify the data
• Check reservations against the original booking

• Has experience in a Similar position at a 5 star resort
• Has Good communication and interpersonal skill
• Has excellent leadership skills
• Has the ability to multitask and meet deadlines
• Has related license, certificates and (or) diploma to support candidate's Qualification

AYANA Hospitality is a luxury hospitality company seeking a Guest Relation Officer for our AYANA Komodo resort. As a Guest Relation Officer, you will be responsible for providing exceptional customer service to our guests, ensuring they have a memorable stay at our resort.

Responsibilities

• Welcome and greet guests upon arrival with a friendly and professional demeanor
• Assist guests with check-in and check-out procedures, ensuring a smooth and efficient process
• Handle guest enquiries, requests, and complaints, providing timely and appropriate resolutions
• Coordinate with other departments to fulfill guest needs and preferences
• Provide information to guests about the resort facilities, services, and local attractions
• Promote and upsell resort amenities, packages, and promotions

• Previous experience in a similar role in the hospitality industry
• Excellent communication and problem-solving skills
• Customer service oriented with a positive attitude
• Ability to handle multiple tasks and prioritize effectively
• Knowledge of hotel management software and Microsoft Office suite
• Fluency in English and additional languages is a plus
• Flexibility to work in shifts, including weekends and holidays

• Orchestrate, assist and implement all special needs, requests and preference information as outlined under job overview for deliver to guest
• Daily house court and expected arrivals/departures (particularly VIP’s)
• Schedule daily group activities, name and location of meeting/banquet rooms.
• Provide welcome drink & chilled towel for arrival guest also guest in need.
• Monitor out look and follow up request.
• Courtesy call one day prior guest check out to anticipate and arrange guest needs.
• Maintain complete knowledge of property features and services, hours of operations, hotel restaurants concepts menu, price range, dress code and ambiance, room types, numbers, names, layout, appointments, amenities and locations, hotel top repeat guest, room rates, special packages and promotions.
• Maintain complete knowledge and comply with all hotel and departmental policies & procedures.
• Accommodate all guest requests expediently and courteously. Follow up with designated hotel personnel to ensure completion of request.
• Maintain updated resource materials on all vendors and information to accommodate guest requests.
• Legibly complete requisition for additional supplies / materials and submit to manager.
• Set up work station with necessary supplies; maintain cleanliness throughout shift
• Energize the Guest Relations process in daily contact with other departments
• Contribute to the warm welcome and fond farewell process
• Pre contact arriving group (travel agent related) one day prior arrival and continue the next day to ensuring check in process and warm welcome exceed guest expectation
• Participate and contributing to the resort sustainability program through education, interaction and suggestion

• Has experience in a similar Position at 5-start Resort
• Has Good communication and Interpersonal Skill
• Has related license, certificates and (or) diploma to support candidate's qualification