Guest Service Manager

InterContinental Hotels Group; Jakarta Pusat; On-site; IDR 180,000,000 - 300,000,000; Full time

Benefits offered by this job

Competitive salary

Impressive room discounts

Training programs

Job summary

A leading hotel chain in Jakarta seeks a Guest Relations Manager. The role focuses on providing exceptional service and managing guest relations. Key responsibilities include being the main point of contact for VIP guests, handling customer feedback, and resolving complaints. Candidates should have strong communication skills and managerial experience in customer service. This position offers a supportive work environment and various employee benefits to promote wellbeing.

Qualifications

• Managerial experience working in a customer service function.
• Passion for delivering an exceptional level of guest service.
• Managerial experience in a customer service function.
• Flexibility to respond to a variety of work situations.
• Passion for delivering an exceptional level of guest service.

Responsibilities

• Serving as the main point of contact for VIP Guests.
• Seeking verbal feedback from customers and responding to queries.
• Managing, recording, and resolving guest complaints promptly.
• Keeping other departments informed on important guest relations matters.
• Keep other departments informed about important guest relations matters across departments.

Skills

Excellent verbal and written communication skills

Ability to deal with difficult interactions

Flexibility to respond to various work situations

Flexibility

Guest service excellence

Job description

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:

• 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.