Guest Relations Supervisor

kempinski; Jakarta Pusat; On-site; IDR 150,000,000 - 250,000,000; Full time

Job summary

Kempinski Hotel Jakarta is seeking to supervise the Guest Relation Section, delivering the highest level of professional service in line with Kempinski’s standards.

You will represent hotel management, welcome guests, manage VIP itineraries, and coordinate with GRM and FOM to ensure seamless VIP experiences.

Qualifications

• Experience in guest relations or front office preferred.
• Strong communication and problem-solving skills.
• Knowledge of Kempinski policies and service standards.

Responsibilities

• Supervise the Guest Relation Section and deliver services per Kempinski standards.
• Represent hotel management and handle all guest relation matters.
• Collect feedback on VIPs and share with relevant departments.
• Greet and bid farewell to guests; escort Top VIPs on arrival and departure.
• Liaise with GRM and FOM to prepare tailor-made itineraries for Top VIPs.
• Manage guest information in guest history and respond to inquiries.
• Attend daily briefings and participate in safety reporting.
• Walk the hotel, engage with guests, and provide information on services.

Job description

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

• 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 GRM and FOM, to prepare tailor made guest itinerary 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.
• Perform special projects and related duties as assigned.
• Walk throughout the hotel recognizing guests and engage with them appropriately.
• Attend & participate in daily briefings as scheduled.
• Report potential and existing hazards and rectified immediately.
• Provide information to all guests regarding the services and possible internal promotions of the hotel.