GUEST RELATION MANAGER - JAKARTA

ISMAYA GROUP; Jakarta Utara; On-site; IDR 200,880,000 - 290,160,000; Full time

Job summary

ISMAYA GROUP seeks a dynamic Guest Relations leader to oversee the function for a lifestyle brand in Indonesia. You will manage guest flow, reservations, promotions, and complaint handling, ensuring hospitality excellence across shifts.

Lead multiple teams, drive rating improvements, and analyze guest feedback to implement long-term guest experience strategies in alignment with brand standards.

Qualifications

• 3+ years experience in Guest Relations or FOH management.
• Proven ability to lead multiple shifts, managers, and large teams.
• Diploma or higher required.

Responsibilities

• Lead the Guest Relations function across shifts and outlets.
• Oversee guest flow strategy, reservation standards, and promotion performance.
• Handle guest complaints and ensure hospitality excellence.
• Uphold brand standards and service policies to meet guest satisfaction targets.
• Assist Operations Managers & General Manager to continuously improve overall ratings.
• Analyze feedback from guestbooks and online reviews to suggest improvements.

Skills

Leadership

Decision-making

Analytical skills

Guest experience strategy

Education

Diploma or higher

Job description

Leads and oversees the entire Guest Relations function for one of our Lifestyle brand.

Responsible for guest flow strategy, reservation standards, promotion performance, guest complaint handling, and overall hospitality excellence across all shifts.

Ensures brand standards, service policies, and guest satisfaction targets are met at outlet level.

Assist the Operation Managers & General Manager in continuously improving the overall ratings

Analyze customer feedback from guestbook and online reviews and suggest ways to improve ratings

Qualifications:

3+ years experience in Guest Relations or FOH management in Lifestyle industry.

Advanced leadership and decision-making skills.

Minimum Diploma and above

Proven ability to lead multiple shifts, managers, and large teams.

Strong analytical skills and ability to design long-term guest experience strategies.

Understanding of all hospitality and F&B management best practices and relevant laws

Proficiency in English; knowledge of other languages is a plus

Established in 2003, ISMAYA GROUP’s vision is to be a leader in building strong and everlasting brands in the lifestyle industry in Indonesia and regionally. It is our passion and objective to consistently create an outstanding and memorable experience every single time we ‘touch’ a customer.With this mission in mind, ISMAYA GROUP continues to create original and innovative lifestyle concepts in major cities in Indonesia, South East Asia and beyond. So that guests, wherever they are, can eat, drink, celebrate!

We are holding company of DRAGONFLY, SOCIAL HOUSE, SOCIAL GARDEN, OSTERIA GIA, SKYE, MR. FOX, A/A A/O BAR, MANARAI, PIZZA E BIRRA, PUBLIK MARKETTE, KITCHENETTE, TOKYO BELLY, THE PEOPLE’S CAFÉ, SUSHI GROOVE, SEJUICE ME, DJOURNAL COFFEE, DJOURNAL HOUSE, DARLIN RECORDS, ISMAYA LIVE, WE THE FEST (WTF), DJAKARTA WAREHOUSE PROJECT (DWP), JAKARTA CULINARY FEASTIVAL (JCF) and many more to come.