Guest Experience Manager

Swissôtel Hotels & Resorts; Jakarta Pusat; On-site; IDR 300,000,000 - 480,000,000; Full time

Job summary

Swissôtel Living Jakarta Mega Kuningan seeks a Guest Experience Manager to drive exceptional guest journeys from pre-arrival to departure. You will coordinate VIP arrangements, monitor service quality, and work cross-functionally with Housekeeping, F&B, Recreation, and Spa to ensure seamless experiences.

The role requires strong leadership, English proficiency, and the ability to reside in a remote island resort environment in the Maldives, with flexibility to work shifts, weekends, and holidays

Qualifications

• Bachelor’s degree or diploma in hospitality management or related field.
• 2–3 years of experience in a premium hotel or resort.
• Excellent English communication skills; other languages are a plus.
• Strong interpersonal, leadership, problem solving and complaint handling.
• Good organizational, administrative, reporting and coordination abilities.
• Willing to work and reside in remote island resort environment, Maldives, with shift work.

Responsibilities

• Ensure exceptional guest experiences from pre-arrival to departure.
• Handle guest requests, feedback, complaints and service recovery promptly.
• Coordinate VIP arrivals, celebrations and personalized amenities.
• Monitor guest satisfaction scores and online reviews; implement improvements.
• Collaborate with Housekeeping, F&B, Recreation, Spa and others for seamless service.
• Lead and develop the Guest Experience team; maintain professionalism.
• Prepare guest experience reports and maintain guest profiles and records.

Skills

Verbal & written English communication

Leadership

Problem solving

Complaint handling

Organizational skills

Coordination

Customer oriented

Education

Bachelor’s degree or diploma in Hospitality Management, Tourism, Business Administration, or related field

Tools

Microsoft Office

Opera Cloud

Job description

Company Description

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.

Company Description

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.