Guest Experience Lead — VIP & Personalization

Accor; Kepulauan Riau; Presencial; IDR 60.000.000 - 90.000.000; Jornada completa

Descripción de la vacante

Mövenpick Resort & Spa Bintan Lagoon in Indonesia is seeking a dedicated Front Office / Guest Experience professional to oversee guest experiences, engage VIPs, handle feedback, and coordinate with departments to ensure service excellence.

The role requires a Diploma/ Degree in Hospitality, at least 3 years in Front Office or Guest Relations, strong English and interpersonal skills, and willingness to work shifts, weekends, and holidays; the successful candidate will drive personalised guest

Formación

• Diploma or Degree in Hospitality Management or a related field.
• Minimum 3 years of experience in Front Office, Guest Relations or Guest Experience in a hotel environment.
• Strong guest service and communication skills.
• Confident in handling guest complaints and service recovery.
• Good understanding of hotel operations and guest journey.
• Strong interpersonal and problem-solving skills.
• Positive, friendly and approachable personality.
• Able to work independently and coordinate effectively with different departments.
• Good command of English; additional languages are an advantage.
• Willing to work shifts, weekends and public holidays.

Responsabilidades

• Oversee and enhance the overall guest experience throughout the hotel.
• Welcome and engage with guests, especially VIPs, repeat guests and special occasions.
• Proactively identify guest needs and ensure appropriate follow-up during their stay.
• Handle guest feedback, complaints and service recovery professionally and promptly.
• Monitor guest satisfaction scores and online guest reviews, including TrustYou feedback.
• Coordinate with Front Office, Housekeeping, F&B and other departments to resolve guest concerns.
• Ensure guest preferences and special requests are properly communicated and followed up.
• Conduct regular guest interaction and gather feedback to identify areas for improvement.
• Maintain accurate records of guest feedback, complaints and recovery actions.
• Support the Front Office team in delivering consistent service standards.
• Coach and guide team members on guest engagement and service recovery.
• Assist in creating guest engagement initiatives and personalised experiences.
• Ensure compliance with hotel and Accor guest experience standards, policies and procedures.
• Prepare and share guest experience reports and highlight recurring issues to management.
• Perform other duties as assigned by the Rooms Division / Management.

Conocimientos

Guest service

Communication

Interpersonal skills

Problem solving

English language

Other languages

Educación

Diploma/Degree in Hospitality Management

Descripción del empleo

Mövenpick Resort & Spa Bintan Lagoon in Indonesia is seeking a dedicated Front Office / Guest Experience professional to oversee guest experiences, engage VIPs, handle feedback, and coordinate with departments to ensure service excellence.

The role requires a Diploma/ Degree in Hospitality, at least 3 years in Front Office or Guest Relations, strong English and interpersonal skills, and willingness to work shifts, weekends, and holidays; the successful candidate will drive personalised guest