Concierge Manager

Tiara Hana; Bogor; On-site; IDR 60,000,000 - 100,000,000; Full time

Job summary

Tiara Hana is seeking an experienced Concierge Manager to lead our Concierge and Central Reservation functions, ensuring personalised luxury experiences and smooth coordination of all guest services. You will oversee reservations, guest inquiries, pre-arrival arrangements, and service recovery with a strong focus on excellence.

Ideal candidates bring 3–5 years in luxury hospitality at supervisory level, fluent English and Bahasa Indonesia, and a proven ability to lead teams across multiple

Qualifications

• 3–5 years in luxury hospitality, Concierge/Guest Relations/Reservations.
• 3–5 years of supervisory/managerial experience.
• Strong understanding of hotel and villa reservation ops, OTA and direct channels.
• Familiarity with PMS and channel managers.
• Excellent English and Bahasa Indonesia communication.

Responsibilities

• Lead Concierge and Central Reservation operations with luxury standards.
• Manage personalised guest arrangements including transport, dining, excursions and pre-arrival requests.
• Supervise end-to-end reservation operations across direct bookings, email, phone, website and OTAs.
• Ensure timely handling of guest inquiries, reservation requests, complaints and service recovery.
• Coordinate with Concierge, Reservations, Front Office, Butler, Villa Operations, Sales & Marketing and external providers.
• Monitor reservation performance, occupancy opportunities, guest satisfaction and KPIs.
• Lead, coach and develop the team while maintaining procedures and service standards.
• Prepare departmental reports and drive initiatives to enhance guest satisfaction and efficiency.

Skills

Leadership

Communication

Interpersonal skills

Problem-solving

Detail oriented

Time management

English

Bahasa Indonesia

Tools

PMS

Channel managers

Reservation systems

Job description

Tiara Hana is looking for an experienced and service-oriented Concierge Manager to oversee our Concierge and Central Reservation functions.

This role is responsible for delivering exceptional, personalised guest experiences while ensuring the smooth coordination of reservation activities, guest inquiries, pre-arrival arrangements, and in-house guest requests.

The ideal candidate possesses strong leadership skills, excellent communication abilities, and a solid understanding of luxury hospitality standards, particularly in concierge services, reservations management, and guest relations.

Key Responsibilities

• Lead and oversee Concierge and Central Reservation operations, ensuring seamless service delivery and exceptional guest experiences in line with luxury hospitality standards.
• Manage personalised guest arrangements, including transportation, dining, excursions, activities, special requests, and pre-arrival arrangements.
• Supervise end-to-end reservation operations across direct booking channels, email, telephone, website, and OTAs, ensuring accuracy in bookings, availability, amendments, cancellations, and confirmations.
• Ensure timely and professional handling of guest inquiries, reservation requests, complaints, and service recovery.
• Drive effective coordination between Concierge, Reservations, Front Office, Butler, Villa Operations, Sales & Marketing, and external service providers.
• Monitor reservation performance, booking conversion, occupancy opportunities, guest satisfaction, and departmental KPIs.
• Lead, coach, and develop the team while maintaining consistent operational procedures, service standards, and performance expectations.
• Prepare departmental reports, identify operational improvements, and implement initiatives to enhance guest satisfaction and reservation efficiency.

Qualifications & Requirements

• Minimum 3 – 5 years of experience in luxury hospitality, preferably in Concierge, Guest Relations, Front Office, or Reservations.
• At least 3 – 5 years of supervisory or managerial experience.
• Strong understanding of hotel and villa reservation operations, including OTA platforms and direct booking channels.
• Familiarity with PMS, channel managers, and other hospitality reservation systems.
• Excellent communication and interpersonal skills in both English and Bahasa Indonesia.
• Strong leadership, problem-solving, and decision-making abilities.
• Customer-oriented mindset with a passion for delivering personalised luxury guest experiences.
• Highly organised, detail-oriented, and capable of managing multiple priorities.
• Ability to work collaboratively across departments in a dynamic hospitality environment.