Sr. Hc Services & Employee Relations Manager

Akraya Group; Jawa Barat; On-site; IDR 180,000,000 - 300,000,000; Full time

Job summary

Akraya Group in Bekasi, West Java is seeking a Senior Guest Relations Manager to lead the guest services team and uphold the luxury standards the property is known for.

You will oversee front desk, concierge and bell desk operations, manage guest feedback, and collaborate with F&B and Housekeeping to deliver seamless service. A proactive, detail‑oriented leader with strong problem‑solving skills is essential for this role.

Qualifications

• Proven leadership in luxury hospitality settings.
• Strong customer service orientation and guest-centric approach.
• Ability to manage multiple priorities with attention to detail.

Responsibilities

• Develop strategies to elevate the guest experience across touchpoints.
• Lead, train, and motivate the guest relations team to deliver excellence.
• Manage guest feedback and resolve issues promptly to ensure satisfaction.
• Oversee front desk, concierge, and bell desk operations.
• Collaborate with F&B and Housekeeping to ensure seamless service.
• Monitor standards and conduct regular team performance evaluations.

Skills

Guest Relations Management

Team Leadership

Customer Service

Problem Solving

Job description

• What Sr Hc Services Employee Relations Manager...

Senior Guest Relations Manager

About the Role

Our client, a premier hospitality establishment in Bekasi, West Java, is seeking an experienced and dynamic Senior Guest Relations Manager to lead their guest services team. This pivotal role involves overseeing all aspects of guest experience, ensuring unparalleled satisfaction, and fostering a welcoming environment. The ideal candidate will be instrumental in maintaining the high standards of service that our client is known for, while also driving initiatives to enhance customer loyalty and operational efficiency. This position requires a proactive approach to problem‑solving and a keen eye for detail, contributing directly to the overall success and reputation of the hotel. We are looking for a seasoned professional who thrives in a fast‑paced environment and possesses a deep understanding of luxury hospitality standards.

Key Responsibilities

• Develop and implement strategies to elevate the guest experience across all touchpoints.
• Lead, train, and motivate the guest relations team to achieve excellence in service delivery.
• Manage guest feedback and complaints, resolving issues promptly and effectively to ensure guest satisfaction.
• Oversee the daily operations of the front desk, concierge, and bell desk departments.
• Collaborate with other hotel departments (e.g., F&B, Housekeeping) to ensure seamless service delivery.
• Monitor service standards and conduct regular performance evaluations for the team.