Guest Experience Manager

AccorHotels Indonesia; Jakarta Selatan; On-site; IDR 240,000,000 - 360,000,000; Full time

Job summary

Swissôtel Living Jakarta Mega Kuningan, part of Accor Hotels, seeks a dedicated Guest Experience Manager to oversee the guest journey from pre-arrival to departure, ensuring outstanding service and brand-standard compliance. You will coordinate VIP arrivals, handle requests and complaints, and drive service improvements across Housekeeping, F&B, Recreation, and Spa.

You will lead the Guest Experience team, maintain guest profiles and reports, and support senior leadership with administrative

Qualifications

• Bachelor's degree 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.

Responsibilities

• Ensure exceptional guest experiences throughout the guest journey, from pre-arrival to departure, while maintaining high service standards.
• Handle guest requests, feedback, complaints, and service recovery promptly and professionally to maximize guest satisfaction.
• Coordinate VIP arrivals, celebrations, personalized amenities, and other special guest requests.
• Monitor guest satisfaction scores, online reviews, and service delivery, and implement improvements where necessary.
• Work closely with Housekeeping, F&B, Recreation, Spa, and other departments to ensure seamless guest services.
• Guide and support the Guest Experience team, ensuring professionalism, service consistency, and continuous development.
• 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.
• Ensure compliance with hotel brand standards, operating procedures, confidentiality requirements, and applicable local regulations.

Education

Bachelor's degree in Hospitality Management

Diploma in Tourism or related field

Tools

Microsoft Office

Opera Cloud

Job 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.

We are proudly part of Accor hotels, a globally renowned company with strong values and culture. We are the largest hotel company in Asia Pacific, people know and love our brand, and we are positive you will too!

Accor Plus is Asia Pacific's most expansive travel, dining, and lifestyle program. Accor Plus is accepted at over 800 Accor hotels across 18 countries in Asia Pacific. With more than 1,200 employees, 45 offices, and over 400,000 members across the Asia Pacific. Accor Plus offices are located across Australia, New Zealand, Fiji, Singapore, Malaysia, Indonesia, Philippines, India, Thailand, Vietnam and China.

All Applicants must be legally entitled to live and work in Indonesia

We are proudly part of Accor hotels, a globally renowned company with strong values and culture. We are the largest hotel company in Asia Pacific, people know and love our brand, and we are positive you will too!

Accor Plus is Asia Pacific's most expansive travel, dining, and lifestyle program. Accor Plus is accepted at over 800 Accor hotels across 18 countries in Asia Pacific. With more than 1,200 employees, 45 offices, and over 400,000 members across the Asia Pacific. Accor Plus offices are located across Australia, New Zealand, Fiji, Singapore, Malaysia, Indonesia, Philippines, India, Thailand, Vietnam and China.

All Applicants must be legally entitled to live and work in Indonesia

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