Guest Service Specialist

Guest Service Specialist

We are looking for individuals who are adventurous, desire to learn and grow, and see their work as more than just a job, but also as an opportunity to contribute to something meaningful.
 

About Our Company

Telunas Resorts is a leading geo-tourism resort brand in Asia that manages resorts in remote locations far from the hustle and bustle of city life. We invite our guests to disconnect from the busyness in their life so that they can connect with what is important. We seek to create a holistic impact that touches the four P’s: Planet ( protecting the environment ), People ( social impact in our community ), Prosperity ( lifting the local economy in which we operate), and Purpose ( helping our team find and live out their purpose ). While doing this, we also seek to build a profitable business.

Job Responsibilities: What will you be trusted with

Duties 

1. Communication – 
   1. Monitor the ****@telunasresorts.com email on a daily basis and:
      1. Manage guest communications in regards to logistics with emails and telephone calls
      2. Inputting/checking bookings in PMS, creating invoices to recheck the correct invoice/folio based on the rates, charges, number of guests and children ages if any.
      3. Confirm special/dietary request to guests and communicate to the related party 
      4. Confirm guests for any information regarding situation at Telunas (groups, upgrades, events etc)
      5. Acts as a backup when Guest Relations Specialist is off duty
2. Logistic – 
   1. Manage all aspects of FIT transportation to and from Telunas Resorts; this includes:
      1. Communicate with the guests for arranging their ferry booking and assist the guests to anticipate the ferry booking for peak holiday season
      2. Coordinating and communicating through Reservation and Property Management System (PMS)
   2. Occasionally pick up Telunas guests in coordination with Guest Relation Leaders and other GRs
   3. Manage supply needs for guests traveling on the morning boat including fruit (apple) and bag tags supplies
   4. Coordinate with external parties and Telunas team in regards to the guest transportation to/from Telunas
3. Reservations –
   1. Ensure to answer all inquiries within 24 hours through the assigned channel
   2. Assisting payment process including but not limited to - creating and editing folio and invoices, managing payment discrepancy, refund process, etc 
   3. Following up to business leads
   4. Input information on PMS
4. Others – 
   1. Work with Reservation Supervisor to ensure accurate inventory for Reservations system
   2. Supporting other events at both facilities in consultation with TBR and TPI leaders and your supervisor
   3. Follow up with guests for any lost and found
      Others:
5. Hosting guests by following the schedule provided (up to 6 days per two months) unless otherwise agreed upon by your supervisor.
6. Complete additional tasks as assigned to you by your supervisor or the ICI Executive Leadership team

Qualifications: What does it take to succeed in this role?

1. Education: Minimal Bachelor Degree (S1) in English, Communication and/or Hospitality
2. Language: Fluent in English and Bahasa Indonesia
3. Temperament: Detail oriented
4. Communication: Excellent written and oral communication skills
5. Character: Trustworthy, honest, and hard working
6. Maturity: Must be able to work both independently and as part of a team
7. Vocational interest: Passionate about hospitality and genuinely serving others
8. Computer Skills: Google apps, MS Office suite, .pdf creation
9. Perspective: Able to see the big picture and make decisions that benefit the company
10. Passionate about glorifying God through serving fellow staff team members, empowering local employees, and facilitating the development of remote island villages