Guest Experience Lead - Elevate Service & Ratings

ISMAYA GROUP; Jakarta Utara; On-site; IDR 200,880,000 - 290,160,000; Full time

Job summary

ISMAYA GROUP seeks a dynamic Guest Relations leader to oversee the function for a lifestyle brand in Indonesia. You will manage guest flow, reservations, promotions, and complaint handling, ensuring hospitality excellence across shifts.

Lead multiple teams, drive rating improvements, and analyze guest feedback to implement long-term guest experience strategies in alignment with brand standards.

Qualifications

• 3+ years experience in Guest Relations or FOH management.
• Proven ability to lead multiple shifts, managers, and large teams.
• Diploma or higher required.

Responsibilities

• Lead the Guest Relations function across shifts and outlets.
• Oversee guest flow strategy, reservation standards, and promotion performance.
• Handle guest complaints and ensure hospitality excellence.
• Uphold brand standards and service policies to meet guest satisfaction targets.
• Assist Operations Managers & General Manager to continuously improve overall ratings.
• Analyze feedback from guestbooks and online reviews to suggest improvements.

Skills

Leadership

Decision-making

Analytical skills

Guest experience strategy

Education

Diploma or higher

Job description

ISMAYA GROUP seeks a dynamic Guest Relations leader to oversee the function for a lifestyle brand in Indonesia. You will manage guest flow, reservations, promotions, and complaint handling, ensuring hospitality excellence across shifts.

Lead multiple teams, drive rating improvements, and analyze guest feedback to implement long-term guest experience strategies in alignment with brand standards.