Guest Service Manager

IHG Hotels & Resorts

Daerah Khusus Ibukota Jakarta

On-site

IDR 244,458,930 - 407,431,551

Full time

14 days+

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Benefits offered by this job

Impressive room discounts

Comprehensive training programs

Full uniform provided

Job summary

Join a leading hospitality company as a Guest Service Manager, responsible for ensuring exceptional guest experiences. The ideal candidate will manage guest relations, resolve complaints, and support operations. With competitive pay and benefits, this role is perfect for someone passionate about delivering outstanding service.

Qualifications

Strong communication skills with VIP guests.
Experience in managing customer complaints.
Ability to handle various work situations.

Responsibilities

Serve as the main point of contact for VIP Guests.
Respond to guest queries and manage complaints promptly.
Keep departments informed on guest relations matters.

Skills

Excellent verbal and written communication skills

Ability to deal with difficult interactions

Flexibility

Education

Managerial experience in customer service

Job description

Join to apply for the Guest Service Manager role at IHG Hotels & Resorts

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Our reputation is built on delivering exceptional guest experiences. Is it safe in your hands? We’re searching for a Guest Relations Manager capable of delivering a truly personal service to leave our guests satisfied every single time they stay with us.

A little taste of your day-to-day:

Every day is different, but you’ll mostly be:

Serving as the main point of contact for VIP Guests and ensuring hotel departments are fully briefed on their requirements
Seeking verbal feedback from customers on a regular basis and responding to all guest queries in a timely and efficient manner
Keeping close contact with guests for feedback, complaints and compliments – and following it up
Managing, recording and resolving guest or customer complaints promptly
Keeping other operating departments in the loop with important guest relations matters – from Food and Beverage and Maintenance to Housekeeping and Front Office

What We need from you:

Excellent verbal and written communication skills
Ability to deal with difficult interactions and work under pressure
Managerial experience working in a customer service function
Flexibility to respond to a variety of different work situations
A passion for delivering an exceptional level of guest service

What you can expect from us:

We give our people everything they need to succeed. From a competitive salary that rewards all your hard work to a wide range of benefits designed to help you live your best work life – including a full uniform, impressive room discounts and some of the best training in the business.

Our mission is to welcome everyone and create inclusive teams where we celebrate difference and encourage colleagues to bring their whole selves to work. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. We promote a culture of trust, support, and acceptance. Always welcoming different backgrounds, experiences, and perspectives.

IHG gives every member of the team the room they need to belong, grow and make a difference in a collaborative environment. We know that to work well, we need to feel well – both inside and outside of work – and through our myWellbeing

framework, we are committed to supporting wellbeing in your health, lifestyle, and workplace.

So, join us and you’ll become part of our ever-growing global family.

Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.

Seniority level