Guest Relations Manager

PT Putragaya Wahana; Indonesia; On-site; IDR 180,000,000 - 260,000,000; Full time

Job summary

PT Putragaya Wahana is seeking a seasoned Guest Relations professional to lead guest experience across its hospitality operations in Indonesia. You will welcome guests, resolve issues, and coordinate with departments to ensure top-tier service and satisfaction.

The role emphasizes maintaining guest records, organizing VIP programs, and mentoring staff to uphold high hospitality standards while ensuring compliance with health and safety regulations.

Qualifications

• Bachelor's degree in Hospitality Management, Business Administration, or related field.
• Minimum 5–7 years of experience in guest relations, front office, or customer service within the hospitality industry.
• Excellent verbal and written communication skills.
• Strong problem-solving and conflict resolution abilities.
• Customer-focused with exceptional interpersonal skills.
• Ability to work under pressure and manage multiple priorities.
• Proficiency in Microsoft Office and property management systems.
• Fluency in English; additional languages are an advantage.

Responsibilities

• Welcome guests and ensure a warm, professional, and personalized experience.
• Handle guest complaints, concerns, and special requests promptly and effectively.
• Monitor guest satisfaction through feedback, surveys, and direct interaction.
• Provide information about facilities, services and local attractions.
• Coordinate with housekeeping, front office, maintenance, and other departments to resolve guest issues.
• Develop and maintain strong relationships with VIP and repeat guests.
• Ensure all guest service standards and hospitality protocols are consistently followed.
• Train and mentor guest relations staff to deliver exceptional customer service.
• Maintain accurate guest records and preferences in the property management system.
• Organize special occasions, guest recognition programs, and VIP arrangements.
• Monitor online reviews and work with management to improve guest satisfaction ratings.
• Prepare reports on guest feedback, complaints, service recovery, and operational performance.
• Ensure compliance with company policies, health and safety regulations, and quality standards.

Skills

Customer service

Communication

Problem solving

Conflict resolution

Interpersonal skills

Pressure management

Multitasking

Microsoft Office

Education

Bachelor's in Hospitality Management

Tools

Property management system

Microsoft Office

Job description

• Welcome guests and ensure a warm, professional, and personalized experience
• Handle guest complaints, concerns, and special requests promptly and effectively
• Monitor guest satisfaction through feedback, surveys, and direct interaction
• Provide information about facilities, services and local attractions
• Coordinate with housekeeping, front office, maintenance, and other departments to resolve guest issues
• Develop and maintain strong relationships with VIP and repeat guests
• Ensure all guest service standards and hospitality protocols are consistently followed
• Train and mentor guest relations staff to deliver exceptional customer service
• Maintain accurate guest records and preferences in the property management system
• Organize special occasions, guest recognition programs, and VIP arrangements
• Monitor online reviews and work with management to improve guest satisfaction ratings
• Prepare reports on guest feedback, complaints, service recovery, and operational performance
• Ensure compliance with company policies, health and safety regulations, and quality standards

Qualifications

• Bachelor's degree in Hospitality Management, Business Administration, or a related field
• Minimum 5–7 years of experience in guest relations, front office, or customer service within the hospitality industry
• Excellent verbal and written communication skills
• Strong problem-solving and conflict resolution abilities
• Customer-focused with exceptional interpersonal skills
• Ability to work under pressure and manage multiple priorities
• Proficiency in Microsoft Office and property management systems
• Fluency in English; additional languages are an advantage