Senior Tenant Experience & Community Lead

PT. Rukita Bhinneka Indonesia; Jakarta Pusat; On-site; IDR 240,000,000 - 420,000,000; Full time

Job summary

Rukita is seeking a Senior Tenant Experience to deliver exceptional service across its properties in Indonesia. You will resolve concerns, coordinate operational solutions, and build meaningful tenant relationships to reflect our service excellence.

This role requires a service-driven mindset, strong problem-solving skills, and experience in hospitality or property operations. You will leverage tenant feedback and performance data to drive improvements and loyalty.

Qualifications

• Minimum 5 years in tenant relations or related fields.
• Experience in premium property/hospitality settings.
• Proven ability to handle complaints and escalations.
• Strong interpersonal and communication skills.

Responsibilities

• Manage tenant complaints and service inquiries with professionalism.
• Monitor cases from report to resolution per SLAs.
• Coordinate with housekeeping, maintenance, security, and on-site teams.
• Handle escalations and urgent cases while maintaining CSAT.
• Track CSAT, SLA performance, and report findings.
• Analyze feedback to identify recurring issues and improvements.

Skills

Tenant relations

Customer experience

Hospitality operations

Problem solving

Stakeholder management

Tools

Google Workspace

Case management systems

Job description

Rukita is seeking a Senior Tenant Experience to deliver exceptional service across its properties in Indonesia. You will resolve concerns, coordinate operational solutions, and build meaningful tenant relationships to reflect our service excellence.

This role requires a service-driven mindset, strong problem-solving skills, and experience in hospitality or property operations. You will leverage tenant feedback and performance data to drive improvements and loyalty.