Guest Experience Manager — Elevate Service & Loyalty

Accor; Indonesia; On-site; IDR 180,000,000 - 300,000,000; Full time

Job summary

Mercure Jakarta Gatot Subroto seeks a Guest Experience Assistant Manager to oversee the guest journey, ensuring personalized service, handling complaints, and monitoring guest satisfaction. You will collaborate with Front Office, Housekeeping, F&B, and Sales to anticipate needs and uphold Accor standards.

The role requires 2–3 years in guest relations or front office, supervisory experience, and fluency in English and Bahasa Indonesia.

Qualifications

• Diploma or Bachelor's degree in Hospitality Management, Hotel Management, Tourism, or related field preferred.
• Minimum 2–3 years of experience in Front Office, Guest Relations, or Guest Experience operations, preferably in a supervisory or management role.
• Familiarity with hotel PMS, guest feedback platforms, and Accor loyalty program standards.
• Excellent communication skills in English and Bahasa Indonesia, both written and spoken.

Responsibilities

• Oversee and enhance guest experience from pre-arrival to post-departure.
• Collaborate with Front Office, Housekeeping, F&B, Sales & Marketing and other departments to anticipate needs and resolve issues.
• Ensure delivery of hotel service standards in line with Accor brand standards.

Skills

Customer service

Leadership

Complaint handling

Communication (English & Bahasa)

Education

Diploma or Bachelor's in Hospitality

Tools

Hotel PMS

Job description

Mercure Jakarta Gatot Subroto seeks a Guest Experience Assistant Manager to oversee the guest journey, ensuring personalized service, handling complaints, and monitoring guest satisfaction. You will collaborate with Front Office, Housekeeping, F&B, and Sales to anticipate needs and uphold Accor standards.

The role requires 2–3 years in guest relations or front office, supervisory experience, and fluency in English and Bahasa Indonesia.