Guest Experience Leader (GRO) — Luxury Hotel & Residences

Shangri-La Group; Jakarta Pusat; On-site; IDR 78,120,000 - 133,920,000; Full time

Job summary

Shangri-La Residences Jakarta is seeking a Guest Relations Officer to deliver prompt, courteous, and personalized service to all guests.

The GRO oversees guest amenities programs, adheres to SOPs, and coordinates with Security, Housekeeping, Engineering, and Sales & Marketing to ensure seamless, exceptional guest experiences. Indonesians only; English fluent; shifts including weekends.

Qualifications

• Indonesian citizenship is required.
• Fluent in English; additional languages are an advantage.
• Minimum 1 year of experience in a similar role at an international luxury hotel brand or reputable serviced residence.
• Strong interpersonal and communication skills with a guest-oriented mindset.
• Proactive team player with ability to work independently with minimal supervision.
• Strong attention to detail and excellent follow-up skills.
• Willing to work on shifts, including weekends and public holidays.

Responsibilities

• Provide prompt, courteous, and personalized service to all guests.
• Oversee guest amenities programs and ensure standards are consistently implemented.
• Maintain SOPs to ensure guest comfort, safety, and satisfaction.
• Coordinate with Security, Housekeeping, Engineering, and Sales & Marketing to deliver seamless service.

Skills

Excellent command of English

Interpersonal and communication skills

Guest-oriented mindset

Proactive team player

Independent working

Attention to detail

Follow-up skills

Willingness to work shifts

Job description

Shangri-La Residences Jakarta is seeking a Guest Relations Officer to deliver prompt, courteous, and personalized service to all guests.

The GRO oversees guest amenities programs, adheres to SOPs, and coordinates with Security, Housekeeping, Engineering, and Sales & Marketing to ensure seamless, exceptional guest experiences. Indonesians only; English fluent; shifts including weekends.