Guest Experience Manager | Hospitality Leadership

Mercure Hotels; Jakarta Selatan; On-site; IDR 180,000,000 - 260,000,000; Full time

Job summary

Mercure Jakarta Gatot Subroto is seeking a Guest Experience Assistant Manager to oversee the guest journey and elevate service quality. You will collaborate with Front Office, Housekeeping, F&B, and Sales to anticipate needs, resolve issues, and reinforce Accor standards across all touchpoints.

Ideal candidates bring 2–3 years in guest relations or front office, strong English and Indonesian communication, and proven leadership abilities in an international hotel environment.

Qualifications

• Diploma or Bachelor's degree in Hospitality Management or related field preferred.
• 2–3 years experience in Front Office, Guest Relations, or Guest Experience operations, ideally in supervision.
• Experience with international hotel chains is advantageous.
• Strong knowledge of hotel operations, complaint handling, and service recovery.

Responsibilities

• Oversee and enhance the overall guest experience from pre-arrival to post-departure.
• Collaborate with Front Office, Housekeeping, F&B, Sales & Marketing and other departments.
• Anticipate guest needs, resolve service issues, and monitor guest satisfaction.
• Ensure delivery of Accor brand standards and maintain service quality.

Skills

Leadership

Communication

Problem-solving

Guest relations

Analytical skills

Education

Hospitality management degree

Tools

Hotel PMS

Guest feedback platforms

Accor loyalty program standards

Job description

Mercure Jakarta Gatot Subroto is seeking a Guest Experience Assistant Manager to oversee the guest journey and elevate service quality. You will collaborate with Front Office, Housekeeping, F&B, and Sales to anticipate needs, resolve issues, and reinforce Accor standards across all touchpoints.

Ideal candidates bring 2–3 years in guest relations or front office, strong English and Indonesian communication, and proven leadership abilities in an international hotel environment.