Guest Experience Assistant Manager

Mercure Hotels; Jakarta Selatan; On-site; IDR 180,000,000 - 240,000,000; Full time

Job summary

Mercure Jakarta Gatot Subroto is seeking a Guest Experience Assistant Manager to oversee the guest journey from pre-arrival to post-departure. You will ensure personalized service, handle guest feedback, and uphold Accor brand standards while collaborating with Front Office, Housekeeping, F&B, Sales, and Marketing to drive memorable stays.

The role emphasizes leadership, guest recovery, and proactive problem solving to strengthen loyalty and satisfaction in a luxury hotel setting.

Qualifications

• Diploma or Bachelor's degree in Hospitality Management, Hotel Management, Tourism, or a related field is preferred.
• 2–3 years of 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.
• Excellent communication skills in English and Bahasa Indonesia, both written and spoken.
• Strong leadership, interpersonal, and problem-solving skills.
• Familiarity with hotel PMS, guest feedback platforms, and Accor loyalty program standards.

Responsibilities

• Oversee and enhance the guest experience from pre-arrival to post-departure.
• Ensure personalized guest services and effective complaint handling.
• Monitor guest satisfaction and maintain hotel service standards per Accor brand guidelines.
• Collaborate with Front Office, Housekeeping, F&B, Sales & Marketing, and other departments to anticipate guest needs and resolve issues.

Skills

Leadership

Interpersonal skills

Problem solving

Analytical skills

Communication

Education

Hospitality/Hotel Management degree

Tools

Hotel PMS

Guest feedback platforms

Accor loyalty programs

Job 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.

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 & Inclusion for Accor means welcoming each and everyone and respecting their differences by giving priority only to qualities and skills in extending employment and development opportunities. Our ambition is to provide meaningful employment, a warm and welcoming culture, excellent working conditions and to promote the development of all people, including those with 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.