Guest Experience Manager

AccorHotels Indonesia; Jakarta Utara; On-site; IDR 180,000,000 - 280,000,000; Full time

Job summary

Pullman Jakarta Indonesia is seeking a Guest Experience Manager to lead the Guest Experience/Butler team, ensuring top-tier service and adherence to Pullman and Accor luxury standards. You will oversee the guest journey from pre-arrival to post-departure and coordinate with all departments to deliver seamless luxury hospitality.

The role requires 5 years of hospitality experience with at least 2 years in management, fluency in English, and strong leadership capabilities in a multicultural

Qualifications

• Bachelor's Degree in Hospitality Management or related field.
• Minimum 5 years of hospitality experience, including 2 years in a managerial role.
• Proficiency in Opera PMS is an advantage.
• Excellent English communication skills (spoken and written).
• Strong leadership and interpersonal skills, attention to detail.

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 high personalization.
• Resolve guest complaints promptly and professionally to maximize satisfaction.
• Coordinate with Front Office, Housekeeping, F&B, Engineering, and Security for seamless operations.
• Analyze guest feedback and reviews to identify improvements.
• Develop service recovery strategies and follow-up on issues.
• Coach and evaluate performance of team members.
• Ensure compliance with hotel policies and information confidentiality.
• Drive continuous improvement initiatives and monitor KPIs.

Skills

Front Office Operations

Leadership

Customer Service

Education

Bachelor's Degree in Hospitality Management

Tools

Opera PMS

Job 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.

Unlock job insights

Hirer responsiveness Salary match Number of applicants

Hotel & Accommodation Services 51-100 employees

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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