Guest Experience Assistant Manager

AccorHotels Indonesia; Jakarta Selatan; In loco; IDR 180.000.000 - 260.000.000; Tempo pieno

Descrizione del lavoro

The Guest Experience Assistant Manager at AccorHotels Indonesia will lead efforts to enhance the entire guest journey, from pre-arrival to post-departure, ensuring personalized service and swift issue resolution.

With 2–3 years in Front Office or Guest Relations, you will coordinate with multiple departments to anticipate needs, monitor satisfaction, and uphold Accor brand standards while maintaining leadership responsibilities.

Competenze

• 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.

Mansioni

• Oversee and enhance the guest experience throughout the guest journey, from pre-arrival to post-departure.
• Collaborate with Front Office, Housekeeping, F&B, Sales & Marketing and other departments to anticipate guest needs and resolve issues.
• Monitor guest satisfaction and ensure delivery of Accor brand service standards.

Conoscenze

Guest relations

Leadership

Communication

Problem solving

Flexibility

Formazione

Hospitality management degree

Strumenti

PMS software

Guest feedback platforms

Accor loyalty program standards

Descrizione del lavoro

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.

We are proudly part of Accor hotels, a globally renowned company with strong values and culture. We are the largest hotel company in Asia Pacific, people know and love our brand, and we are positive you will too!

Accor Plus is Asia Pacific's most expansive travel, dining, and lifestyle program. Accor Plus is accepted at over 800 Accor hotels across 18 countries in Asia Pacific. With more than 1,200 employees, 45 offices, and over 400,000 members across the Asia Pacific. Accor Plus offices are located across Australia, New Zealand, Fiji, Singapore, Malaysia, Indonesia, Philippines, India, Thailand, Vietnam and China.

All Applicants must be legally entitled to live and work in Indonesia

We are proudly part of Accor hotels, a globally renowned company with strong values and culture. We are the largest hotel company in Asia Pacific, people know and love our brand, and we are positive you will too!

Accor Plus is Asia Pacific's most expansive travel, dining, and lifestyle program. Accor Plus is accepted at over 800 Accor hotels across 18 countries in Asia Pacific. With more than 1,200 employees, 45 offices, and over 400,000 members across the Asia Pacific. Accor Plus offices are located across Australia, New Zealand, Fiji, Singapore, Malaysia, Indonesia, Philippines, India, Thailand, Vietnam and China.

All Applicants must be legally entitled to live and work in Indonesia