Guest Experience & VIP Services 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, 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