Guest Experience Leader, Hospitality & Service Standards

Agreya Coffee; Tangerang; On-site; IDR 270,000,000 - 450,000,000; Full time

Job summary

Agreya Coffee in Jakarta seeks a Hospitality Experience Lead to own the guest journey across five outlets, from booking to farewell. You will rotate through outlets, work peak hours and weekends, and shape warm, polished service with the Operations Manager and Outlet Managers.

Your role includes setting SOPs, coaching teams, monitoring CX metrics, and ensuring new outlets are CX-ready from pre-opening to soft launch. Fluent Bahasa Indonesia and English required; travel to Bogor and BSD expected.

Qualifications

• 3–6 years in customer-facing service in hospitality, F&B, banking or telco.
• 1–2 years leading a service team, e.g. Assistant Restaurant Manager, Floor Manager, Guest Relations or similar.
• Hospitality/service leadership across multiple outlets is a plus.
• Based in Jakarta, willing to travel to Bogor and BSD regularly.
• Fluent in Bahasa Indonesia and workable English.

Responsibilities

• Set Agreya's service standards and SOPs, and roll them out to every outlet.
• Own the in-outlet guest journey: booking, arrival, the meal, payment and farewell. Audit outlets through floor visits, mystery guests and service checklists.
• Handle guest complaints at outlet level with the Operations Manager and Outlet Managers, and lead service recovery on the spot.
• Coach frontliners and outlet teams on hospitality, upselling and handling difficult guests.
• Track CX numbers weekly per outlet and turn them into action plans with outlet leadership.
• Make sure every new outlet is CX-ready from pre-opening to soft launch.

Skills

Customer service

Guest experience

Multi-outlet management

Leadership

Bahasa Indonesia

Travel readiness

Job description

Agreya Coffee in Jakarta seeks a Hospitality Experience Lead to own the guest journey across five outlets, from booking to farewell. You will rotate through outlets, work peak hours and weekends, and shape warm, polished service with the Operations Manager and Outlet Managers.

Your role includes setting SOPs, coaching teams, monitoring CX metrics, and ensuring new outlets are CX-ready from pre-opening to soft launch. Fluent Bahasa Indonesia and English required; travel to Bogor and BSD expected.