Guest Experience Manager

Pullman Hotels & Resorts; Indonesia; On-site; IDR 334,800,000 - 580,320,000; Full time

Job summary

Pullman Jakarta Indonesia is seeking a Guest Experience Manager to lead the Guest Experience/Butler team, uphold the highest service standards, and ensure operational excellence across departments.

In this role you will mentor staff, monitor guest journeys from pre-arrival to post-departure, handle VIP requests with personalization, and collaborate with Front Office, Housekeeping, F&B, Engineering and Security to deliver exceptional stays.

Qualifications

• Bachelor's Degree or Diploma in Hospitality Management or a related field.
• 5+ years hospitality experience with at least 2 years in a managerial position.
• Strong knowledge of Front Office Operations.
• Experience in luxury hotel guest service or Butler operations is highly preferred.
• Proficiency in Opera PMS is an advantage.
• Excellent English communication skills (spoken and written).
• Strong leadership, organizational, and interpersonal skills.
• High attention to detail and problem-solving ability.
• Ability to work in a multicultural environment while maintaining guest confidentiality.

Responsibilities

• Lead and develop the Guest Experience/Butler team to deliver exceptional guest service.
• Ensure all guest interactions meet Pullman and Accor Brand Standards.
• Monitor and enhance the entire guest journey from pre-arrival through post-departure.
• Handle VIP guests and special requests with a high level of personalization.
• Resolve guest complaints promptly and professionally to maximize guest satisfaction.
• Coordinate closely with Front Office, Housekeeping, Food & Beverage, Engineering, and Security to ensure seamless operations.
• Analyze guest feedback, online reviews, and satisfaction scores to identify improvement opportunities.
• Develop service recovery strategies and ensure timely follow-up on guest issues.
• Coach, mentor, and conduct performance evaluations for team members.
• Ensure compliance with hotel policies, SOPs, and information confidentiality.
• Drive continuous improvement initiatives and implement hospitality best practices.
• Monitor departmental KPIs, guest satisfaction metrics, and operational performance.
• Prepare reports for senior management regarding guest experience trends and departmental achievements

Skills

Leadership

Communication

Guest service

Problem-solving

Team coordination

Education

Bachelor's Degree or Diploma in Hospitality Management

Tools

Opera PMS

Job description

Company Description

In the heart of Thamrin CBD stands a vibrant city hotel, Pullman Jakarta Indonesia. Experience our 427 luxury rooms with In-Room Playground. Let our Sana Sini and Kahyangan restaurants satisfy your cravings with worldwide cuisines. Enjoy the bar that the city needs at The Back Room, chocolate fair at Le Chocolat Lounge and freshly baked pastries at Makaron Bakeshop. Ideally situated, just moments from the Thamrin roundabout, high-end shopping scenes at Grand Indonesia and Plaza Indonesia. Easy access to public transport.

Company Description

In the heart of Thamrin CBD stands a vibrant city hotel, Pullman Jakarta Indonesia. Experience our 427 luxury rooms with In-Room Playground. Let our Sana Sini and Kahyangan restaurants satisfy your cravings with worldwide cuisines. Enjoy the bar that the city needs at The Back Room, chocolate fair at Le Chocolat Lounge and freshly baked pastries at Makaron Bakeshop. Ideally situated, just moments from the Thamrin roundabout, high-end shopping scenes at Grand Indonesia and Plaza Indonesia. Easy access to public transport.

Our luxury city hotel ideally situated within moments from the National Monument, Thamrin roundabout, high-end shopping scenes at Grand Indonesia and Plaza Indonesia. Access to public transport and the capital’s must-see sights are all at your doorstep. Strategically located in Central Jakarta, surrounded by the Central Business District and Jakarta’s largest shopping malls, indulge in the exceptional comfort of our city hotel and embark on an unforgettable staycation journey.

Job Description

The Guest Experience Manager is responsible for leading the Guest Experience team to create memorable guest journeys, maintain the highest service standards, and continuously improve the overall guest experience. The role ensures operational excellence, team leadership, and alignment with Pullman and Accor luxury brand standards.

Key Responsibilities

• Lead and develop the Guest Experience/Butler team to deliver exceptional guest service.
• Ensure all guest interactions meet Pullman and Accor Brand Standards.
• Monitor and enhance the entire guest journey from pre-arrival through post-departure.
• Handle VIP guests and special requests with a high level of personalization.
• Resolve guest complaints promptly and professionally to maximize guest satisfaction.
• Coordinate closely with Front Office, Housekeeping, Food & Beverage, Engineering, and Security to ensure seamless operations.
• Analyze guest feedback, online reviews, and satisfaction scores to identify improvement opportunities.
• Develop service recovery strategies and ensure timely follow-up on guest issues.
• Coach, mentor, and conduct performance evaluations for team members.
• Ensure compliance with hotel policies, SOPs, and information confidentiality.
• Drive continuous improvement initiatives and implement hospitality best practices.
• Monitor departmental KPIs, guest satisfaction metrics, and operational performance.
• Prepare reports for senior management regarding guest experience trends and departmental achievements

Qualifications

• Bachelor's Degree or Diploma in Hospitality Management or a related field.
• Minimum 5 years of hospitality experience, including at least 2 years in a managerial position.
• Strong knowledge of Front Office Operations.
• Experience in luxury hotel guest service or Butler operations is highly preferred.
• Proficiency in Opera Property Management System (PMS) is an advantage.
• Excellent English communication skills (spoken and written).
• Strong leadership, organizational, and interpersonal skills.
• High attention to detail and problem-solving ability.
• Ability to work in a multicultural environment while maintaining guest confidentiality.

Additional Information

Why Join Us?

• Opportunity to be part of a leading international hospitality brand.
• Career growth and development within Accor Hotels.
• Dynamic and supportive work environment.