Guest Relation Manager

Eiger Ekowisata Nusantara; Bogor; On-site; IDR 100.000.000 - 200.000.000; Full time

Job summary

An ecotourism resort in Bogor is seeking a Guest Relation Manager to lead the Guest Relation team at EIGER Adventure Land. You will focus on ensuring every guest has a warm and memorable experience, developing service strategies, and enhancing Guest Experience Scores. Ideal candidates have a degree in Hospitality or related fields, with at least 5 years of experience in guest relation and proven team leadership skills. This role emphasizes service excellence in a dynamic environment.

Qualifications

• Minimum D3/S1 degree, preferably in Hospitality, Tourism, Management, or a related field.
• At least 5 years of experience in Guest Relation, Customer Service, or hospitality with proven leadership.
• Strong understanding of service standards and strategies for guest satisfaction.

Responsibilities

• Lead and oversee the Guest Relation team for optimal guest services.
• Develop and implement service strategies and competency programs.
• Coordinate with other departments to ensure quality operations.
• Identify risks affecting guests or team and implement preventive measures.
• Prepare reports on performance and service improvement recommendations.

Skills

Guest Experience management

Team leadership

Customer service excellence

Operational strategy development

Problem-solving

Education

D3/S1 degree in Hospitality, Tourism, Management, or related field

Job description

We are seeking a Guest Relation Manager to lead and oversee the entire Guest Relation team at EIGER Adventure Land, ensuring every guest receives a warm, comfortable, and memorable experience. In this role, you will focus on developing service strategies, enhancing Guest Experience Scores, and driving team development to support overall business objectives and guest satisfaction.

Job Description

• Lead the Guest Relation Supervisor, Guest Relation Officer, and Customer Service teams in executing guest service operations.
• Develop service strategies, operational standards, and competency development programs for the team.
• Oversee the quality of guest services across all interaction points, including the Visitor Center, ticketing areas, and information points.
• Coordinate with the Traffic & Ticketing Manager, Attraction, Public Area, and other related departments to ensure smooth and seamless operations.
• Identify potential risks affecting guests or team members and implement preventive actions to maintain safety and service excellence.
• Prepare weekly and monthly reports covering team performance, issue escalations, and service improvement recommendations.

Job Requirement

• Minimum D3/S1 degree, preferably in Hospitality, Tourism, Management, or a related field.
• At least 5 years of experience in Guest Relation, Customer Service, or hospitality, including proven team leadership experience.
• Strong understanding of Guest Experience management, service standards, and guest satisfaction improvement strategies.
• Ability to lead teams, develop operational strategies, and ensure optimal staff performance.
• Proactive, solution-oriented, growth-minded, and highly focused on Guest Experience.
• Willing to work in shifts, on weekends, and handle emergency situations or guests requiring special attention.

About Company

EIGER Adventure Land is an ecotourism resort blending natural beauty with engaging activities and thrilling adventures.

Built to international standards, it offers immersive, sustainable experiences that celebrate harmony between generations and nature.

At EIGER Adventure Land, we believe people are the heartbeat of our mission: “To inspire generations through meaningful experiences in nature.” As part of our vision “To be a blessing company in sustainable ecotourism development”, we are building a team that grows together while caring for nature.