Guest Experience Manager

Accor; Jakarta Pusat; In loco; IDR 120.000.000 - 180.000.000; Tempo pieno

Descrizione del lavoro

Swissôtel Living Jakarta Mega Kuningan, part of the Accor portfolio, seeks a Guest Experience Manager to elevate guest journeys from pre-arrival to departure.

You will coordinate VIP arrivals, manage service recovery, and lead a cross-departmental team to uphold brand standards across the resort. Strong English communication and leadership are essential; willingness to reside in a remote island resort in the Maldives may be required.

Competenze

• Bachelor’s degree in Hospitality Management, Tourism, Business Administration, or a related field.
• Minimum 2-3 years of experience in guest experience or related roles in premium hotels or resorts.
• Excellent verbal and written communication skills in English; additional languages are an advantage.
• Strong interpersonal, leadership, problem-solving, and complaint-handling skills.
• Proficiency in Microsoft Office and Opera Cloud.
• Willingness to work and reside in a remote island resort environment in the Maldives, with flexibility to work shifts, weekends, and public holidays as required.

Mansioni

• Guest Experience & Satisfaction: Ensure exceptional guest experiences throughout the guest journey, from pre-arrival to departure, while maintaining high service standards.
• Guest Relations: Handle guest requests, feedback, complaints, and service recovery promptly and professionally to maximize guest satisfaction.
• VIP & Special Arrangements: Coordinate VIP arrivals, celebrations, personalized amenities, and other special guest requests.
• Service Quality & Standards: Monitor guest satisfaction scores, online reviews, and service delivery, and implement improvements where necessary.
• Interdepartmental Coordination: Work closely with Housekeeping, F&B, Recreation, Spa, and other departments to ensure seamless guest services.
• Team Leadership: Guide and support the Guest Experience team, ensuring professionalism, service consistency, and continuous development.
• Administrative & Reporting Duties: Prepare guest experience reports, maintain guest profiles and records, coordinate meetings and appointments, manage correspondence, and assist with administrative duties for the General Manager or resort leadership, as assigned.
• Brand Standards & Compliance: Ensure compliance with hotel brand standards, operating procedures, confidentiality requirements, and applicable local regulations.

Conoscenze

Guest relations

Leadership

Communication

Problem solving

Coordination

Organization

Customer focus

Formazione

Hospitality/Business degree

Strumenti

Microsoft Office

Opera Cloud

Descrizione del lavoro

Swissôtel Living Jakarta Mega Kuningan is a part of Mega Kuningan, a business district with various integrated mixed use developments located in South Jakarta, Indonesia. The 240 keys hotel is the newest Accor portfolio that offers a mix of studio, one and two bedroom serviced apartments designed as a compact fusion of Japanese character with Swiss simplicity which brings a warm and personal experience throughout the hotel that promotes vitality for the body, mind and soul.

Job Description

• Guest Experience & Satisfaction: Ensure exceptional guest experiences throughout the guest journey, from pre-arrival to departure, while maintaining high service standards.
• Guest Relations: Handle guest requests, feedback, complaints, and service recovery promptly and professionally to maximize guest satisfaction.
• VIP & Special Arrangements: Coordinate VIP arrivals, celebrations, personalized amenities, and other special guest requests.
• Service Quality & Standards: Monitor guest satisfaction scores, online reviews, and service delivery, and implement improvements where necessary.
• Interdepartmental Coordination: Work closely with Housekeeping, F&B, Recreation, Spa, and other departments to ensure seamless guest services.
• Team Leadership: Guide and support the Guest Experience team, ensuring professionalism, service consistency, and continuous development.
• Administrative & Reporting Duties: Prepare guest experience reports, maintain guest profiles and records, coordinate meetings and appointments, manage correspondence, and assist with administrative duties for the General Manager or resort leadership, as assigned.
• Brand Standards & Compliance: Ensure compliance with hotel brand standards, operating procedures, confidentiality requirements, and applicable local regulations.

Qualifications

• Bachelor’s degree or diploma in Hospitality Management, Tourism, Business Administration, or a related field.
• Minimum 2-3 years of experience in the same position within a premium hotel or resort.
• Excellent verbal and written communication skills in English; additional languages are an advantage.
• Strong interpersonal, leadership, problem-solving, and complaint-handling skills.
• Good organizational, administrative, reporting, and coordination abilities.
• Proficiency in Microsoft Office and Opera Cloud.
• Customer-oriented, professional, detail-focused, and able to work under pressure.
• Willingness to work and reside in a remote island resort environment in the Maldives, with flexibility to work shifts, weekends, and public holidays as required.