Guest Relations Officer

Company:

Azuma Collections Reports to:

Front Office Manager

Azuma Collections is a luxury hospitality management company based in Uluwatu, Bali. We manage the properties and hospitality of our own developed villa projects, which are owned by individual investors. Our role is to ensure consistent quality and operational excellence across live operations, while safeguarding long-term asset value and reliable returns for our villa owners.

Azuma Collections operates at the intersection of hospitality and asset management, combining international standards with strong local execution to deliver professional, transparent, and scalable villa operations.

Key Responsibility Provide personalized and attentive service to guests throughout their stay, ensuring a seamless and memorable boutique resort experience

Coordinate pre-arrival arrangements, including special requests, preferences, celebrations, transportation, and personalized amenities

Conduct warm and professional guest arrivals, room orientations, and resort familiarization in accordance with brand standards

Proactively anticipate guest needs, monitor satisfaction levels during stay, and ensure prompt follow-up on all requests and service touchpoints

Address guest concerns and complaints promptly, escalating to management when necessary, and ensuring service recovery aligns with company standards

Communicate effectively with Front Office, Housekeeping, F&B, Engineering, and other departments to ensure timely execution of guest requests

Maintain accurate guest profiles, preferences, history, and special notes within the PMS and guest communication systems

Promote in-house services, dining experiences, spa treatments, and resort activities to maximize guest engagement and revenue opportunities

Ensure all guest interactions reflect the boutique resort’s service philosophy, luxury positioning, and operational SOPs

Requirement Minimum 2–3 years experience as Butler, Villa Host, or Guest Service Agent in a 4–5 star hotel, luxury villa, or boutique resort

Familiar with PMS systems (cloud-based preferred), OTA and guest communication platforms

Excellent spoken and written English (mandatory)

Professional and polished communication style

Strong understanding of personalized villa service standards and guest journey from pre-arrival to departure

Confident in proactive guest engagement and courtesy follow-upsProactive and service-driven mindset

What We Offer A senior Leadership Team role with portfolio-wide impact

Ownership of procurement strategy, suppliers, and cost control

Direct influence on operational quality and financial performance

Close collaboration with all operational departments and Finance

A key role within a rapidly growing hospitality platform, increasing scale

Competitive compensation package based on experience

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