VIP Guest Experience Lead

Mövenpick Hotels & Resorts; Kepulauan Riau; On-site; IDR 100,440,000 - 145,080,000; Full time

Job summary

Mövenpick Resort & Spa Bintan Lagoon in Indonesia seeks a proactive Guest Experience Supervisor to lead our front-line team and ensure exceptional service. You will supervise daily operations, coach staff, monitor guest satisfaction, and coordinate with Front Office, Housekeeping, and F&B to deliver seamless experiences for VIPs and special occasions.

Ideal candidates have 3–4 years in Front Office or Guest Relations, at least 1 year in a supervisory role, strong English, and a guest-first

Qualifications

• 3–4 years in Front Office, Guest Relations, or Guest Experience roles.
• Minimum 1 year of supervisory experience with strong team leadership.
• Excellent communication and interpersonal skills.
• Good command of English (spoken and written); additional languages are an advantage.
• Strong guest service mindset with problem-solving abilities.
• Experience handling VIP guests, guest complaints, and service recovery.
• Strong knowledge of hotel operations and luxury service standards.
• Ability to lead and motivate a team in a fast-paced environment.

Responsibilities

• Supervise daily Guest Experience operations to ensure exceptional service delivery.
• Lead, coach, and support the Guest Experience team in providing personalized guest services.
• Monitor guest satisfaction and proactively identify opportunities to enhance the guest experience.
• Handle guest feedback, requests, and service recovery situations professionally and efficiently.
• Coordinate with Front Office, Housekeeping, Food & Beverage, and other departments to ensure seamless guest experiences.
• Manage VIP arrivals, repeat guests, special occasions, and personalized guest arrangements.
• Conduct guest follow-ups, courtesy visits, and satisfaction checks during the guest stay.
• Maintain accurate records of guest preferences, feedback, and service recovery actions.
• Support the implementation of guest engagement programs and hotel initiatives.
• Review guest feedback from various platforms and provide recommendations for service improvement.
• Assist in preparing guest experience reports and performance analysis.
• Ensure compliance with hotel policies, brand standards, and service excellence guidelines.

Skills

Team leadership

English proficiency

Communication skills

Interpersonal skills

Problem-solving

Guest service mindset

VIP handling

Job description

Mövenpick Resort & Spa Bintan Lagoon in Indonesia seeks a proactive Guest Experience Supervisor to lead our front-line team and ensure exceptional service. You will supervise daily operations, coach staff, monitor guest satisfaction, and coordinate with Front Office, Housekeeping, and F&B to deliver seamless experiences for VIPs and special occasions.

Ideal candidates have 3–4 years in Front Office or Guest Relations, at least 1 year in a supervisory role, strong English, and a guest-first