Guest Relation Supervisor

Hotel Indonesia Kempinski Jakarta; Jakarta Pusat; On-site; IDR 250,000,000 - 420,000,000; Full time

Job summary

Hotel Indonesia Kempinski Jakarta seeks a seasoned Guest Relations Supervisor to lead the Guest Relation Section and uphold the hotel's high service standards. The role represents hotel management and handles all guest relations matters to guest satisfaction.

The incumbent will welcome and assist guests, coordinate VIP arrangements, gather stay information, and liaise with Front Office leadership to tailor experiences. Training and proactive guest engagement are essential for success.

Qualifications

• Bachelor's degree in Hospitality Management, Tourism, Business Administration, or related field.
• Minimum of three years of progressive experience in an identical role within a luxury hospitality environment.

Responsibilities

• Communicate hotel & company philosophy and act as internal hotel representative.
• Have in-depth knowledge of the hotel and city layout.
• Know all VIPs in-house, hotel functions and events.
• Gather feedback on VIPs daily and disseminate to relevant departments.
• Welcome, assist, and bid farewell to guests; escort Top VIPs upon arrival and departure.
• Coordinate tailor-made itineraries for Top VIPs with managers.
• Enter guest stay information into guest history.
• Welcome visitors, provide information, promotions, and directions.
• Handle guest complaints and requests politely; follow up with departments.
• Walk the hotel to engage with guests and report hazards immediately.
• Provide information on services and internal promotions; participate in training.

Skills

Guest relations

Communication

VIP guest handling

Education

Bachelor's degree in Hospitality Management

Bachelor's degree in Tourism

Bachelor's degree in Business Administration

Job description

The incumbent in the position is responsible for Supervising the Guest Relation Section and providing the highest professional services in accordance with Kempinski's policies, procedures and service standards. They also act as a representative of the hotel management and handle all guest relation matters brought to their attention, to the satisfaction of the guest.

MAIN RESPONSIBILITIES

• Communication of hotel & company philosophy and internal hotel representation.
• Have an in-depth knowledge of the hotel and the geographical layout of the city/surroundings.
• Be knowledgeable about all VIPs in-house, hotel functions and special events.
• Collect as much feedback information on VIPs as possible (on daily basis) by checking e.g. Google, Opera PMS company wide, briefs and distribute this information within the hotel to all relevant departments by e.g. daily guest fact sheets/reports, newsletter, etc. and ensure information is updated in the guest profile.
• Welcome, facilitate and bid farewell to as many guests as possible.
• Top VIPs MUST be welcomed upon arrival, escorted to their room and bid farewell upon departure.
• Liaise with the Lady in Red Manager and Front Office Manager to prepare tailor-made guest itineraries for Top VIP's when appropriate and coordinate VIP greetings and departures – ahead of time.
• Obtain as much information about a guest's stay to be entered in the guest history.
• Welcome visitors to the hotel, assist with general information, internal promotions and directions.
• Handle guest complaints and requests in a polite and efficient manner; give further instructions to the relevant staff if needed to ensure optimal guest satisfaction.
• Maintain a record of all complaints and requests, follow up and inform concerned operating departments.
• Walk throughout the hotel, recognising guests and engaging with them appropriately.
• Report potential and existing hazards and rectify them immediately.
• Provide information to all guests regarding the services and possible internal promotions of the hotel.
• Participate in training programmes.

Educational and Experience Requirements

• Bachelor's degree in Hospitality Management, Tourism, Business Administration, or a related field
• A minimum of three years of progressive experience in an identical role within a luxury hospitality environment