Guest Relation Officer

Ocean Mantra Village is a wellness eco retreat on a private bay in Bima (NTB).

We have 24 units (glamping and bungalows), an oceanfront yoga shala, an infinity pool, and a restaurant for up to 50 guests. We focus on wellness, yoga, meditation, freediving and retreat groups in a quiet natural setting. Our guests come for a deep reset, so warm communication, attentive service, and a calm, personal guest experience are a core part of what we do.

Role description / Responsibilities

• Be the main point of contact for guests from arrival to departure.

• Welcome guests, support check-in / check-out, and create a warm first impression.

• Share clear information about the retreat, facilities, daily schedule, meals, activities, house rules, and transfers.

• Support a personal guest experience by noticing preferences, special requests, and important details.

• Handle guest questions, requests, and complaints with empathy, calmness, and professionalism.

• Coordinate with housekeeping, restaurant, maintenance, instructors, drivers, operations team, and owners.

• Follow up on guest feedback and help solve small issues quickly.

• Keep the reception / guest-facing area clean, welcoming, and organized.

• Support guest communication via WhatsApp, email, booking systems, and internal team channels.

• Help create a stay that feels smooth, personal, and memorable.

Requirements / Qualifications

• Willing to live on-site in Bima / Sape, NTB for at least 1 year.

• Previous experience in hospitality, guest relations, front office, hotel reception, villas, resorts, or retreat centers.

• Good English for communication with international guests and owners.

• Strong verbal and written communication skills.

• Warm, calm, service-minded personality with good interpersonal skills.

• Able to handle guest requests and complaints with empathy, patience, and professionalism.

• Good problem-solving skills and ability to stay calm under pressure.

• Well-groomed, professional appearance and respectful attitude.

• Organized, responsible, and able to coordinate between different departments.

• Comfortable using WhatsApp, email, booking systems, and basic admin tools.

• Interest in wellness, yoga, retreats, nature, or sustainable hospitality is a plus.

• Willing to work shifts, including weekends and holidays.

Benefits

• Staff housing on-site

• Staff meals provided

• BPJS

• Supportive, family-run working environment

• Regular days off and annual leave