VIP Guest Experience Leader

PULLMAN; Cilangkap; On-site; IDR 200,880,000 - 267,840,000; Full time

Job summary

Pullman Jakarta Central Park is seeking an experienced Duty Manager to oversee front office operations, guest relations, and VIP concierge services. You will coordinate with departments, supervise the Front Office team, and ensure smooth check‑in/check‑out experiences for a luxury hotel audience.

The role requires leadership, excellent communication, and a client‑focused mindset, with a preference for Opera PMS familiarity and a commitment to 5‑star service in a fast‑paced environment.

Qualifications

• Previous Duty Manager experience, preferably within a hotel environment.
• Exceptional communication and interpersonal skills to build strong rapport with guests and colleagues.
• Confident and proactive problem-solver with strong conflict resolution abilities.
• Ability to remain calm and composed under pressure and in emergency situations.
• Excellent time management and multitasking skills in a fast-paced service environment.
• High attention to detail with a genuine commitment to delivering 5-star service.
• Experience with Opera PMS is preferred; First Aid and CPR certification is an advantage.

Responsibilities

• Liaise with all departments to ensure smooth and coordinated operations.
• Personally welcome and escort VIP guests; authorize courtesies and ensure VIP room inspections with Housekeeping.
• Maintain and regularly update guest profiles; ensure guest needs are anticipated and fulfilled.
• Ensure efficient and professional check-in and check-out experiences.
• Handle guest inquiries and complaints tactfully, ensuring timely follow-up and resolution.
• Is an ambassador of the loyalty program among the guests and knows all its benefits.
• Supervise and support the Front Office team; conduct daily briefings and monitor service standards.
• Ensure team members adhere to all Human Resource and hotel policies.
• Review rate variances, billing instructions, and guest credit to ensure revenue control and accuracy.
• Manage full-house situations and coordinate guest relocations when necessary.
• Oversee lobby and driveway operations, ensuring accessibility, safety, and guest comfort.
• Log and report all security incidents and emergencies; ensure safety procedures are followed.
• Conduct Night Audit processes and ensure compliance with hotel standards.
• Communicate key operational updates and guest feedback to the Rooms Division Manager.
• Maintain knowledge of hotel facilities, F&B outlets, and emergency procedures.

Skills

Duty Manager experience

Communication skills

Interpersonal skills

Problem solving

Calm under pressure

Time management

Attention to detail

Opera PMS

Tools

Opera PMS

Job description

Pullman Jakarta Central Park is seeking an experienced Duty Manager to oversee front office operations, guest relations, and VIP concierge services. You will coordinate with departments, supervise the Front Office team, and ensure smooth check‑in/check‑out experiences for a luxury hotel audience.

The role requires leadership, excellent communication, and a client‑focused mindset, with a preference for Opera PMS familiarity and a commitment to 5‑star service in a fast‑paced environment.