Guest Relations Supervisor (Local Hire)

Kempinski Hotels SA; Jakarta Pusat; Hybrid; IDR 78,120,000 - 133,920,000; Full time

Job summary

Kempinski Hotels SA in Jakarta seeks a Guest Relations Supervisor (Local Hire) to supervise the Guest Relation Section and deliver the highest service level in line with Kempinski policies and standards. You will act as a hotel management representative, addressing guest relations, VIPs, and feedback to ensure an exceptional stay.

You will coordinate with GRM and FOM, escort VIPs, gather stay details for guest history, and liaise with departments to resolve guest requests, contributing to a

Responsibilities

• Be knowledgeable about VIPs in-house, hotel functions and events.
• Collect VIP feedback daily from sources like Google and Opera PMS and share with relevant departments.
• Welcome and bid farewell to guests; escort Top VIPs on arrival and departure.
• Coordinate with GRM and FOM to arrange tailor-made itineraries and VIP greetings.
• Gather stay information to update guest history.
• Handle complaints and requests politely and route to the appropriate staff.
• Attend daily briefings and report hazards promptly.

Job description

Guest Relations Supervisor (Local Hire)

Department: Rooms Division, Front Office & Guest Services

Employment Type: Fixed Term - Full Time

Location: Indonesia - Jakarta

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.

Key Responsibilities

• 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.
• Provide information to all guests regarding the services and possible internal promotions of the hotel.