Guest Experience Lead — Maldives Island Resort

Swissôtel Hotels & Resorts; Jakarta Pusat; On-site; IDR 300,000,000 - 480,000,000; Full time

Job summary

Swissôtel Living Jakarta Mega Kuningan seeks a Guest Experience Manager to drive exceptional guest journeys from pre-arrival to departure. You will coordinate VIP arrangements, monitor service quality, and work cross-functionally with Housekeeping, F&B, Recreation, and Spa to ensure seamless experiences.

The role requires strong leadership, English proficiency, and the ability to reside in a remote island resort environment in the Maldives, with flexibility to work shifts, weekends, and holidays

Qualifications

• Bachelor’s degree or diploma in hospitality management or related field.
• 2–3 years of experience in a premium hotel or resort.
• Excellent English communication skills; other languages are a plus.
• Strong interpersonal, leadership, problem solving and complaint handling.
• Good organizational, administrative, reporting and coordination abilities.
• Willing to work and reside in remote island resort environment, Maldives, with shift work.

Responsibilities

• Ensure exceptional guest experiences from pre-arrival to departure.
• Handle guest requests, feedback, complaints and service recovery promptly.
• Coordinate VIP arrivals, celebrations and personalized amenities.
• Monitor guest satisfaction scores and online reviews; implement improvements.
• Collaborate with Housekeeping, F&B, Recreation, Spa and others for seamless service.
• Lead and develop the Guest Experience team; maintain professionalism.
• Prepare guest experience reports and maintain guest profiles and records.

Skills

Verbal & written English communication

Leadership

Problem solving

Complaint handling

Organizational skills

Coordination

Customer oriented

Education

Bachelor’s degree or diploma in Hospitality Management, Tourism, Business Administration, or related field

Tools

Microsoft Office

Opera Cloud

Job description

Swissôtel Living Jakarta Mega Kuningan seeks a Guest Experience Manager to drive exceptional guest journeys from pre-arrival to departure. You will coordinate VIP arrangements, monitor service quality, and work cross-functionally with Housekeeping, F&B, Recreation, and Spa to ensure seamless experiences.

The role requires strong leadership, English proficiency, and the ability to reside in a remote island resort environment in the Maldives, with flexibility to work shifts, weekends, and holidays