Guest Experience Assistant Manager

Accor; Indonesia; On-site; IDR 180,000,000 - 300,000,000; Full time

Job summary

Mercure Jakarta Gatot Subroto seeks a Guest Experience Assistant Manager to oversee the guest journey, ensuring personalized service, handling complaints, and monitoring guest satisfaction. You will collaborate with Front Office, Housekeeping, F&B, and Sales to anticipate needs and uphold Accor standards.

The role requires 2–3 years in guest relations or front office, supervisory experience, and fluency in English and Bahasa Indonesia.

Qualifications

• Diploma or Bachelor's degree in Hospitality Management, Hotel Management, Tourism, or related field preferred.
• Minimum 2–3 years of experience in Front Office, Guest Relations, or Guest Experience operations, preferably in a supervisory or management role.
• Familiarity with hotel PMS, guest feedback platforms, and Accor loyalty program standards.
• Excellent communication skills in English and Bahasa Indonesia, both written and spoken.

Responsibilities

• Oversee and enhance guest experience from pre-arrival to post-departure.
• Collaborate with Front Office, Housekeeping, F&B, Sales & Marketing and other departments to anticipate needs and resolve issues.
• Ensure delivery of hotel service standards in line with Accor brand standards.

Skills

Customer service

Leadership

Complaint handling

Communication (English & Bahasa)

Education

Diploma or Bachelor's in Hospitality

Tools

Hotel PMS

Job description

Guest Experience Assistant Manager

Perusahaan : Accorhotel

Jenis Pekerjaan : Full-Time Indonesia

Deskripsi Pekerjaan - Guest Experience Assistant Manager

Company Description

Mercure Jakarta Gatot Subroto

Novelty among the top-notch properties of south Jakarta. Conveniently located in the golden triangle area of business, Gatot Subroto. Accessible via Jl. Gatot Subroto and Jl. Kapten Tendean, with direct access to Jakarta inner ring road highway, 10 minutes to Whoosh Halim Station, close to diplomatic establishments and only 35 minutes drive from Soekarno Hatta International Airport. Providing 403 modern and superbly designed rooms, overlooking the glamorous urban scenery, ensuring comfort and serenity.

Beyond its prime location, city views, and modern facilities, the hotel is committed to sustainability through its partnership with Green Key. It supports eco-friendly practices in water, energy, waste, cleaning, and sustainability education.

Job Description

The Guest Experience Assistant Manager is responsible for overseeing and enhancing the overall guest experience throughout the guest journey, from pre-arrival to post-departure. The position ensures personalized guest services, effective complaint handling, guest satisfaction monitoring, and consistent delivery of hotel service standards in accordance with Accor brand standards.

The role works closely with Front Office, Housekeeping, Food & Beverage, Sales & Marketing, and other departments to anticipate guest needs, resolve service issues, strengthen guest loyalty, and create memorable experiences that support the hotel's reputation and business objectives.

Qualifications

• Diploma or Bachelor's degree in Hospitality Management, Hotel Management, Tourism, or a related field is preferred.

• Minimum 2–3 years of experience in Front Office, Guest Relations, or Guest Experience operations, preferably in a supervisory or management role.

• Previous experience in an international hotel chain is an advantage.

• Good knowledge of hotel operations, guest relations, complaint handling, and service recovery procedures.

• Familiarity with hotel PMS, guest feedback platforms, and Accor loyalty program standards.

• Excellent communication skills in English and Bahasa Indonesia, both written and spoken.

• Strong leadership, interpersonal, and problem-solving skills.

• Able to handle sensitive guest situations professionally and make sound decisions.

• Strong analytical skills to interpret guest feedback and develop improvement plans.

• Flexible to work shifts, weekends, and public holidays when required.

Additional Information

Diversity&Inclusionfor Accor means welcoming each and everyoneandrespecting their differences by giving priority only to qualities andskills in extending employment and development opportunities. Our ambition is toprovide meaningful employment, a warm and welcoming culture, excellentworking conditions and to promote the development ofall people, including thosewith disabilities.

When applying, do not hesitate to let us know of any specific needs you may have so that we can take them into consideration.