Guest Experience Lead - Hotel Front Office & Loyalty

Mercure Hotels

Jakarta Selatan

On-site

IDR 180,000,000 - 240,000,000

Full time

3 hours ago

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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.