Guest Relations Supervisor

Hotel Indonesia Kempinski Jakarta; Jakarta Pusat; On-site; IDR 66,960,000 - 133,920,000; Full time

Job summary

Hotel Indonesia Kempinski Jakarta seeks a Guest Relations professional to supervise the Guest Relation section and deliver the highest standard of service in line with Kempinski policies. You will act as a hotel management representative, handling VIPs, guest inquiries, and feedback to ensure exceptional guest experiences.

Responsibilities include maintaining VIP knowledge, coordinating tailor-made itineraries, and collaborating with GRM/FOM for seamless VIP arrivals and departures.

Responsibilities

• Communicate hotel and company philosophy and represent the hotel internally.
• Maintain in-depth knowledge of the hotel and city layout for guest guidance.
• Be knowledgeable about VIPs in-house, hotel functions and events.
• Collect guest feedback information on VIPs daily and share updates with relevant departments via reports.
• Welcome and bid farewell to guests; escort Top VIPs to rooms on arrival and departures.
• Coordinate VIP greetings and tailor-made itineraries with GRM and FOM when appropriate.
• Record all guest feedback and ensure updated guest profiles.
• Handle guest complaints and requests politely and efficiently and escalate as needed.
• Walk the hotel to engage with guests and attend daily briefings.
• Report hazards and contact relevant staff to rectify.

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.