Concierge for Villa Management
Concierge (Villa Management)
Tanggung Jawab Utama:
- Guest Experience & Concierge Services:
- Deliver exceptional and personalized concierge services to ensure every guest enjoys a seamless luxury stay.
- Welcome guests upon arrival, provide villa orientation, and act as the main point of contact throughout their stay.
- Handle guest requests efficiently, including airport transfers, private drivers, restaurant reservations, spa appointments, tours, activities, childcare, private chefs, photographers, and other personalized services.
- Anticipate guest needs and proactively offer recommendations tailored to their preferences.
- Resolve guest complaints and service issues promptly while maintaining the highest level of hospitality.
- Follow up with guests during and after their stay to ensure complete satisfaction.
- Guest Relations:
- Build strong relationships with guests to create memorable experiences and encourage repeat bookings.
- Maintain excellent communication with international guests through professional verbal and written English.
- Manage VIP guests, special occasions, celebrations, and personalized arrangements.
- Ensure guest feedback is collected, documented, and communicated to the relevant departments for continuous service improvement.
- Maintain high guest satisfaction scores and uphold luxury hospitality standards.
- Partnership & Local Network:
- Coordinate with trusted local partners to arrange premium guest experiences.
- Develop and maintain relationships with restaurants, beach clubs, wellness centers, spas, tour operators, transportation providers, private chefs, photographers, and other tourism-related businesses.
- Ensure all partners consistently deliver high-quality services aligned with company standards.
- Regularly update recommendations based on guest preferences and service quality.
- Internal Coordination:
- Work closely with Villa Managers, Housekeeping, Maintenance, Reservations, and Operations teams to ensure smooth guest experiences.
- Coordinate guest arrivals, departures, special requests, and daily operational needs.
- Maintain accurate records of guest preferences, requests, and concierge activities.
- Keep concierge information, partner contacts, pricing, and service offerings updated.
Kualifikasi:
- Diploma or Bachelor's Degree in Hospitality, Tourism, Hotel Management, or a related field.
- Minimum 3 years of experience as a Guest Relations Officer (GRO), Concierge, Guest Experience Officer, or similar position in hotels, resorts, luxury villas, or hospitality industry.
- Strong background in handling international guests and delivering personalized luxury service.
- Fluent in English, both written and spoken.
- Excellent communication, interpersonal, and problem-solving skills.
- Customer-oriented with a professional appearance and positive attitude.
- Strong knowledge of Bali's tourism destinations, restaurants, attractions, and lifestyle experiences.
- Ability to multitask and work under pressure in a fast-paced hospitality environment.
- Proficient in Microsoft Office and hotel/property management systems is an advantage.
- Additional foreign language skills are a plus.
- Having an established network with local tourism and hospitality partners in Bali will be an advantage.