Guest Experience Leader - Luxury VIP Service

Novotel Hotels; Indonesia; On-site; IDR 334,800,000 - 468,720,000; Full time

Job summary

Novotel Jakarta Mangga Dua Square in Jakarta, Indonesia, seeks a seasoned Guest Experience Manager to lead Concierge, Guest Relations, and Guest Activities, ensuring exceptional, personalized service across the guest journey.

You will collaborate with Front Office, Housekeeping, Culinary, and other teams to deliver seamless experiences, mentor staff, and shape guest experience strategies that align with luxury standards.

Qualifications

• Minimum five years of leadership experience in Concierge, Guest Relations, Front Office, or luxury hotel operations.
• Proven expertise in guest recovery, service recovery, and personalized luxury service delivery.
• Strong knowledge of concierge operations, VIP protocols, and high-end hospitality standards.
• Proficiency with Opera Cloud (or equivalent PMS) and MS Office.
• Fluency in English; additional languages are an asset.
• Experience with budget management, performance metrics, and revenue optimization.
• Knowledge of Jakarta, Indonesia's attractions and hospitality landscape (preferred).
• Certification in hospitality management or guest services (preferred).

Responsibilities

• Lead and oversee daily operations of Concierge, Guest Relations, and Guest Activities.
• Identify VIP guests and coordinate personalized welcome experiences.
• Develop guest experience strategies aligned with luxury standards.
• Coordinate cross-departmental initiatives to meet guest requests and amenities.
• Utilize guest engagement platforms and PMS to maintain guest profiles and history.
• Train and develop Concierge and Guest Relations teams through coaching and feedback.
• Monitor guest feedback and drive continuous improvements.
• Perform Manager on Duty responsibilities as assigned.

Skills

Leadership experience

Guest recovery

Concierge operations

VIP protocols

English fluency

Communication skills

Team development

Budget management

Revenue optimization

Vendor management

Local knowledge (Jakarta)

Luxury hotel experience

Hospitality management certification

Tools

Opera Cloud

Microsoft Office

Guest engagement platforms

Job description

Novotel Jakarta Mangga Dua Square in Jakarta, Indonesia, seeks a seasoned Guest Experience Manager to lead Concierge, Guest Relations, and Guest Activities, ensuring exceptional, personalized service across the guest journey.

You will collaborate with Front Office, Housekeeping, Culinary, and other teams to deliver seamless experiences, mentor staff, and shape guest experience strategies that align with luxury standards.