Guest Service Manager

IHG; Indonesia; On-site; IDR 100.000.000 - 200.000.000; Full time

Job summary

A leading hospitality company seeks a Guest Relations Manager in Indonesia to provide personalized service and ensure guest satisfaction. Responsibilities include serving as the main contact for VIP guests, managing guest queries and complaints, and maintaining communication across departments. The ideal candidate must excel in communication, handle difficult situations, and have a passion for guest service. The position offers a competitive salary and benefits, along with a strong commitment to employee wellbeing.

Benefits

Competitive salary

Room discounts

Comprehensive training

Full uniform

Responsibilities

• Serve as the main point of contact for VIP Guests.
• Seek verbal feedback and respond to guest queries.
• Manage, record, and resolve guest complaints.

Skills

Excellent verbal and written communication skills

Ability to deal with difficult interactions

Managerial experience in customer service

Flexibility in work situations

Passion for exceptional guest service

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.

Day-to-Day Responsibilities

• 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.

Job Info

• Job Identification 139264
• Job Category Guest Experience Management
• Posting Date 01/14/2025, 04:09 AM
• Job Schedule Full time