Guest Experience Manager

Accor; Sebong Lagoi; On-site; IDR 120,000,000 - 240,000,000; Full time

Job summary

Accor Lagoi invites an experienced guest experience professional to oversee and enhance the guest journey across the hotel. You will welcome VIPs and repeat guests, identify needs, and coordinate with Front Office, Housekeeping, and F&B to deliver consistent service.

The ideal candidate holds a Diploma or Degree in Hospitality and at least three years in Front Office, Guest Relations or related roles, with strong communication, problem-solving and team leadership skills; English required,

Qualifications

• Diploma or Degree in Hospitality Management or a related field.
• Strong guest service and communication skills are essential.
• Minimum 3 years of experience in Front Office, Guest Relations or Guest Experience in a hotel environment.
• Good command of English; additional languages are an advantage.

Responsibilities

• Oversee and enhance the overall guest experience throughout the hotel.
• Welcome and engage with guests, especially VIPs, repeat guests and special occasions.
• Proactively identify guest needs and ensure appropriate follow-up during their stay.
• Handle guest feedback, complaints and service recovery professionally and promptly.
• Monitor guest satisfaction scores and online guest reviews, including TrustYou feedback.
• Coordinate with Front Office, Housekeeping, F&B and other departments to resolve guest concerns.
• Ensure guest preferences and special requests are properly communicated and followed up.
• Conduct regular guest interaction and gather feedback to identify areas for improvement.
• Maintain accurate records of guest feedback, complaints and recovery actions.
• Support the Front Office team in delivering consistent service standards.
• Coach and guide team members on guest engagement and service recovery.
• Assist in creating guest engagement initiatives and personalised experiences.
• Ensure compliance with hotel and Accor guest experience standards, policies and procedures.
• Prepare and share guest experience reports and highlight recurring issues to management.
• Perform other duties as assigned by the Rooms Division / Management.

Skills

Guest service

Communication skills

Interpersonal skills

Problem-solving

Team coordination

English proficiency

Education

Diploma or Degree in Hospitality Management

Job description

Key Responsibilities

• Oversee and enhance the overall guest experience throughout the hotel.
• Welcome and engage with guests, especially VIPs, repeat guests and special occasions.
• Proactively identify guest needs and ensure appropriate follow-up during their stay.
• Handle guest feedback, complaints and service recovery professionally and promptly.
• Monitor guest satisfaction scores and online guest reviews, including TrustYou feedback.
• Coordinate with Front Office, Housekeeping, F&B and other departments to resolve guest concerns.
• Ensure guest preferences and special requests are properly communicated and followed up.
• Conduct regular guest interaction and gather feedback to identify areas for improvement.
• Maintain accurate records of guest feedback, complaints and recovery actions.
• Support the Front Office team in delivering consistent service standards.
• Coach and guide team members on guest engagement and service recovery.
• Assist in creating guest engagement initiatives and personalised experiences.
• Ensure compliance with hotel and Accor guest experience standards, policies and procedures.
• Prepare and share guest experience reports and highlight recurring issues to management.
• Perform other duties as assigned by the Rooms Division / Management.
• Diploma or Degree in Hospitality Management or a related field.
• Minimum 3 years of experience in Front Office, Guest Relations or Guest Experience in a hotel environment.
• Strong guest service and communication skills.
• Confident in handling guest complaints and service recovery.
• Good understanding of hotel operations and guest journey.
• Strong interpersonal and problem-solving skills.
• Positive, friendly and approachable personality.
• Able to work independently and coordinate effectively with different departments.
• Good command of English; additional languages are an advantage.
• Willing to work shifts, weekends and public holidays.