Guest Experience Lead — Hotel Operations Manager

AccorHotels Indonesia; Jakarta Selatan; On-site; IDR 180,000,000 - 260,000,000; Full time

Job summary

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.

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.

Responsibilities

• 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.

Skills

Guest relations

Leadership

Communication

Problem solving

Flexibility

Education

Hospitality management degree

Tools

PMS software

Guest feedback platforms

Accor loyalty program standards

Job description

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.