About this role
We are seeking an experienced and passionate Guest Experience Manager to join our hospitality team in Jakarta, Indonesia. In this leadership role, you will oversee all aspects of guest interactions and experiences, ensuring that every visitor receives exceptional, personalized service that exceeds expectations. You will lead a dynamic team while collaborating across departments to create memorable moments and drive guest satisfaction. This position offers the opportunity to shape our guest experience strategy, mentor talented colleagues, and contribute to a culture of excellence and innovation.
Lead and oversee daily operations of Concierge, Guest Relations, and Guest Activities, ensuring seamless execution of guest requests, reservations, and special arrangementsConduct comprehensive arrival reviews to identify and prioritize VIP guests, loyalty members, repeat visitors, and special occasions, coordinating personalized welcome experiencesDevelop and implement guest experience strategies that align with luxury service standards and organizational brand valuesCoordinate cross-departmental initiatives with Front Office, Housekeeping, Culinary, and other teams to ensure timely delivery of guest requests and amenitiesUtilize guest engagement platforms and property management systems to maintain accurate guest profiles, preferences, and communication historiesProactively identify opportunities to enhance the guest journey through innovative programming, activities, and personalized servicesManage service recovery processes with empathy and decisiveness, resolving guest concerns while maintaining brand integrity and guest loyaltyProvide visible leadership throughout the property, engaging guests during peak periods and supporting team members in real-timeRecruit, onboard, and develop Concierge and Guest Relations team members through coaching, training, and performance feedbackConduct regular training sessions focused on luxury service standards, emotional intelligence, destination knowledge, and guest recovery techniquesMonitor and analyze guest feedback through surveys, review platforms, and internal reporting systems, implementing continuous improvementsEnsure compliance with brand standards, standard operating procedures, and quality assurance requirementsManage budgets, track key performance indicators, and optimize resource allocation to achieve departmental goalsRecognize and celebrate team achievements, fostering an inclusive and motivational work environmentPerform Manager on Duty responsibilities as assigned, ensuring operational continuity and crisis management Minimum five years of leadership experience in Concierge, Guest Relations, Front Office, or luxury hotel operationsProven expertise in guest recovery, service recovery, and personalized luxury service deliveryStrong knowledge of concierge operations, VIP protocols, and high-end hospitality standardsProficiency with Opera Cloud (or equivalent property management systems), Microsoft Office, and guest engagement platformsExcellent communication, organizational, and interpersonal skills with the ability to build and maintain relationshipsDemonstrated ability to lead, mentor, and develop team members effectivelyStrategic thinking with strong analytical and problem-solving capabilitiesExperience with budget management, performance metrics, and revenue optimizationVendor management and procurement experienceKnowledge of Jakarta, Indonesia, regional attractions, and local hospitality landscape (preferred)Previous experience with luxury hotel brands or resort operations (preferred)Certification in hospitality management or guest services (preferred)Fluency in English; additional language proficiency is an asset