Front Desk & Guest Services Specialist

Sas Hospitality; Klaten; Hybrid; IDR 167,400,000 - 234,360,000; Full time

Benefits offered by this job

Competitive salary and comprehensive {

Career advancement opportunities

Stimulating work environment focusedon

Hybrid work arrangement and flexible S

Employee recognition programs and perf

Job summary

Sas Hospitality in Semarang is seeking a polished and experienced Guest Services Manager to lead the guest relations team with a mix of on-site presence and remote oversight. You will design service standards, train staff, and drive initiatives to elevate guest satisfaction and loyalty.

The role focuses on coaching teams across touchpoints, analyzing guest feedback, and collaborating with other departments to deliver seamless experiences while leveraging remote communication tools.

Qualifications

• Extensive experience in guest services, hotel management, or customer relations.
• Demonstrated leadership and team management skills.
• Strong understanding of customer service principles and hospitality best practices.
• Excellent communication, problem-solving, and conflict-resolution abilities.
• Proficiency in hotel management systems and remote collaboration tools.

Responsibilities

• Lead and mentor the guest services team, fostering a culture of exceptional customer care.
• Develop and implement guest service policies and procedures to ensure consistency and quality.
• Oversee the management of guest feedback, reviews, and resolution of escalated issues.
• Analyze guest service data to identify trends and opportunities for improvement.
• Collaborate with other departments to ensure seamless guest experiences.
• Develop and execute strategies to enhance guest loyalty and satisfaction, leveraging remote communication tools.

Skills

Leadership

Customer service

Communication

Job description

Our client is seeking a polished and experienced Guest Services Manager to lead their guest relations team in Semarang, with a focus on remote oversight and strategic implementation. This role is pivotal in setting the tone for guest experiences, ensuring exceptional service delivery across all touchpoints. You will be responsible for training staff, developing service standards, managing guest feedback, and implementing initiatives to enhance guest satisfaction and loyalty. This position offers a unique opportunity to shape service excellence in a significant hospitality hub, with a strategic blend of on-site presence and remote management capabilities.

Key Responsibilities

• Lead and mentor the guest services team, fostering a culture of exceptional customer care.
• Develop and implement guest service policies and procedures to ensure consistency and quality.
• Oversee the management of guest feedback, reviews, and resolution of escalated issues.
• Analyze guest service data to identify trends and opportunities for improvement.
• Collaborate with other departments to ensure seamless guest experiences.
• Develop and execute strategies to enhance guest loyalty and satisfaction, leveraging remote communication tools.

Requirements

• Extensive experience in guest services, hotel management, or customer relations.
• Demonstrated leadership and team management skills.
• Strong understanding of customer service principles and best practices in hospitality.
• Excellent communication, problem-solving, and conflict-resolution abilities.
• Proficiency in hotel management systems and remote collaboration tools.

Benefits

• Competitive salary and comprehensive benefits package.
• Opportunities for career advancement and professional development.
• A stimulating work environment focused on service excellence.
• Potential for hybrid work arrangement and flexible scheduling.
• Employee recognition programs and performance incentives.