Representative Staff (Lombok & Gili) | Indonesia
About the role
This role is responsible for delivering excellent service to all guests at the destination during their holiday in Lombok and the surrounding area, from arrival to departure. Representative Staff represent Asian Trails Indonesia or our agents to guests by providing information and services, promoting and selling optional tours and more. In case of a complaint or unforeseen situation, the Representative Staff provides guest support and acts as the first point of contact, working in close cooperation with the Service Delivery Manager as well as the Operations and Inbound Department to resolve the situation as quickly as possible while prioritising the best possible solution. The Representative Staff is responsible for the services that guests receive as well as generating additional revenue for Asian Trails Indonesia during their stay in Lombok and the surrounding area.
Responsibilities
Serve as a point of contact for clients, ensuring a high level of customer satisfaction;
Prepare a welcome pack with information about the programme, welcome meeting, pick-up time and activities;
Follow up on customer complaints with guests, hotels and the Service Delivery Manager;
Resolve customer complaints in close cooperation with the Service Delivery Manager, acting as the first point of contact to resolve the situation quickly while still prioritising the best solution;
Promote optional tours and sell them on the spot to generate additional revenue for Asian Trails Indonesia;
Cooperate closely with tour guides during the guest’s holidays to ensure smooth programme implementation;
Report to the Service Delivery Manager about any situation or problem during the guest’s holidays;
Liquidation of optional tour sales directly to the Accounting Department;
Take good care of company property such as mobile phones, tablets, credit card machines, etc.;
Represent Asian Trails or agents in the best possible way in behaviour, communication, support and appearance toward the guests;
Responsibility for the 24-hour emergency phone in a weekly rotation;
Arrange welcome meetings and provide information about hotels, areas, activities and more;
Maintain the best possible relations with various departments in Asian Trails Indonesia as well as with suppliers and hotel management.
Qualifications
Indonesian national;
Bachelor’s degree in tourism and/or related working field;
Good knowledge of Lombok and the surrounding area;
Strong customer service approach with good communication, presentation and promotion skills;
Strong personality and willingness to go the extra mile to provide the best service;
Flexible and open-mindedness to work with different cultures and customers;
Proficiency in English; fluency in other European languages is an advantage;
Good negotiation, organisational and time management skills;
Proficiency in office software (MS Office, Google Suite, etc.);
Experience with Destination Management software is an advantage;
High degree of flexibility in travelling within Lombok and the surrounding area;
Able to work under pressure, meet tight deadlines and work flexible hours during peak season;
A “Can Do” attitude, positive mindset and creative thinking is an asset.
How to apply
Submit your CV and cover letter via the link below. Please note that only shortlisted candidates will be contacted.
For more details or about the role or how to apply, contact our HR team at: recruitment@asiantrails.co.id
Apply now