Guest Experience Manager
AccorHotel · South Jakarta, Jakarta, id
Sekilas tentang pekerjaan ini
AccorHotel mencari Guest Experience Manager untuk mengelola pengalaman dan kepuasan tamu di Swissôtel Living Jakarta Mega Kuningan, Jakarta Selatan. Posisi ini ditujukan bagi kandidat dengan pengalaman 2–3 tahun pada jabatan yang sama di hotel atau resor premium.
Tugas utama
- Menjaga pengalaman tamu dari sebelum kedatangan hingga keberangkatan.
- Menangani permintaan, masukan, keluhan, dan pemulihan layanan tamu.
- Mengoordinasikan kedatangan VIP, perayaan, amenitas personal, dan permintaan khusus.
- Memantau kepuasan, ulasan daring, dan mutu layanan serta menerapkan perbaikan.
- Membimbing tim dan berkoordinasi dengan departemen lain untuk layanan yang lancar.
Kualifikasi utama
- Gelar sarjana atau diploma di bidang perhotelan, pariwisata, administrasi bisnis, atau terkait.
- Pengalaman minimal 2–3 tahun pada posisi yang sama di hotel atau resor premium.
- Kemampuan komunikasi lisan dan tulisan dalam bahasa Inggris; bahasa tambahan menjadi nilai plus.
- Keterampilan interpersonal, kepemimpinan, pemecahan masalah, dan penanganan keluhan.
- Mahir menggunakan Microsoft Office dan Opera Cloud.
Ringkasan ini dibuat dengan AI dari deskripsi di bawah. Yang berlaku adalah deskripsi lengkapnya di situs AccorHotel.
Deskripsi pekerjaan
Guest Experience & Satisfaction: Ensure exceptional guest experiences throughout the guest journey, from pre-arrival to departure, while maintaining high service standards. Guest Relations: Handle guest requests, feedback, complaints, and service recovery promptly and professionally to maximize guest satisfaction. VIP & Special Arrangements: Coordinate VIP arrivals, celebrations, personalized amenities, and other special guest requests.
Service Quality & Standards: Monitor guest satisfaction scores, online reviews, and service delivery, and implement improvements where necessary. Interdepartmental Coordination: Work closely with Housekeeping, F&B, Recreation, Spa, and other departments to ensure seamless guest services. Team Leadership: Guide and support the Guest Experience team, ensuring professionalism, service consistency, and continuous development.
Administrative & Reporting Duties: Prepare guest experience reports, maintain guest profiles and records, coordinate meetings and appointments, manage correspondence, and assist with administrative duties for the General Manager or resort leadership, as assigned. Brand Standards & Compliance: Ensure compliance with hotel brand standards, operating procedures, confidentiality requirements, and applicable local regulations.
Bachelor’s degree or diploma in Hospitality Management, Tourism, Business Administration, or a related field. Minimum 2-3 years of experience in the same position within a premium hotel or resort. Excellent verbal and written communication skills in English; additional languages are an advantage. Strong interpersonal, leadership, problem-solving, and complaint-handling skills.
Good organizational, administrative, reporting, and coordination abilities. Proficiency in Microsoft Office and Opera Cloud. Customer-oriented, professional, detail-focused, and able to work under pressure. Willingness to work and reside in a remote island resort environment in the Maldives, with flexibility to work shifts, weekends, and public holidays as required.
Swissôtel Living Jakarta Mega Kuningan is a part of Mega Kuningan, a business district with various integrated mixed use developments located in South Jakarta, Indonesia. The 240 keys hotel is the newest Accor portfolio that offers a mix of studio, one and two bedroom serviced apartments designed as a compact fusion of Japanese character with Swiss simplicity which brings a warm and personal experience throughout the hotel that promotes vitality for the body, mind and soul.