VIP Guest Experience Supervisor

Hotel Indonesia Kempinski Jakarta; Jakarta Pusat; On-site; IDR 66,960,000 - 133,920,000; Full time

Job summary

Hotel Indonesia Kempinski Jakarta seeks a Guest Relations professional to supervise the Guest Relation section and deliver the highest standard of service in line with Kempinski policies. You will act as a hotel management representative, handling VIPs, guest inquiries, and feedback to ensure exceptional guest experiences.

Responsibilities include maintaining VIP knowledge, coordinating tailor-made itineraries, and collaborating with GRM/FOM for seamless VIP arrivals and departures.

Responsibilities

• Communicate hotel and company philosophy and represent the hotel internally.
• Maintain in-depth knowledge of the hotel and city layout for guest guidance.
• Be knowledgeable about VIPs in-house, hotel functions and events.
• Collect guest feedback information on VIPs daily and share updates with relevant departments via reports.
• Welcome and bid farewell to guests; escort Top VIPs to rooms on arrival and departures.
• Coordinate VIP greetings and tailor-made itineraries with GRM and FOM when appropriate.
• Record all guest feedback and ensure updated guest profiles.
• Handle guest complaints and requests politely and efficiently and escalate as needed.
• Walk the hotel to engage with guests and attend daily briefings.
• Report hazards and contact relevant staff to rectify.

Job description

Hotel Indonesia Kempinski Jakarta seeks a Guest Relations professional to supervise the Guest Relation section and deliver the highest standard of service in line with Kempinski policies. You will act as a hotel management representative, handling VIPs, guest inquiries, and feedback to ensure exceptional guest experiences.

Responsibilities include maintaining VIP knowledge, coordinating tailor-made itineraries, and collaborating with GRM/FOM for seamless VIP arrivals and departures.