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6897 vacancies


Working time
Manager (team leader)
Fixed term contract




Education level

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Job Offer - Guest Experience Manager - Mercure Convention Centre Ancol - Accor Jobs

Mercure

09/09/2019

Guest Experience Manager

Job Reference 511997 Profession Customer Experience and Loyalty | Guest Experience and Satisfaction

Hotel or Entity Mercure Convention Centre Ancol Managed hotel

City
JAKARTA
State
Java
Region/Country
Indonesia 
Mercure Convention Centre Ancol Equally adapted to leisure and business customers, the Mercure network unites hotels that are all different but with common characteristics: professionals of passionate and attentive hospitality, the atmosphere of charmed places with a feeling of tradition and classicism, a standard of quality guaranteed by a brand with international renown.
Discover the hotel

Contract

Job Level Job/National under local employment status (or Foreigner already entitled to be recruited for this role) More information
Fixed-term contract: Yes
Duration of fixed-term contract (in months): 12
Status Full Time
Anticipated Start Date 01-10-2019

Contact

Berliana Nainggolan
recruitment@mercureconvention.com
021-6406000

Skills

Level of Education
Vocational education
Areas of study
Hospitality
Professional experiences
3 to 5 years
Languages essential
English

Essential and optional requirements

Accor background is an advantage
Proven work experience as a Guest Relations Manager or similar role
Understanding of all hotel management best practices and relevant laws
Proficiency in English; knowledge of other languages is a plus
Customer service drive with outstanding communication and active listening skills
Excellent problem-solving and multitasking skills
Leadership skills along with the ability to motivate a team into high performance
Ability to work flexible hours
Strong sense of responsibility and a professional presentation

  • Excel
  • Word
  • HACCP

Key tasks

Provide guest service experiences for clients throughout their stay
Ensure clients are properly greeted upon their arrival
Monitor daily bookings and ensure assigned rooms are prepared prior to check-in
Coordinate luggage collection and storage
Oversee check-in and check-out procedures, including reservations and financial transactions
Promptly address guests' requests, like in-room dining
Actively listen to and resolve complaints
Ensure special guests, like disabled people, elderly, children and VIPs, receive personalized services
Coordinate and manage communication between guests and staff and follow up to ensure we resolve customer concerns
Inform clients of our hotel services, including breakfast and dining options
Promote all hotel amenities, conveniences and programs offered
Manage guest relations team (including Receptionists and Concierges) to ensure we comply with all standards and operating procedures
Appraise team's performance and produce regular reports
Liaise with other departments to provide an overall comfortable guest experience.
Examine daily duties, assign tasks and check on progress
Analyze customer feedback from hotel guestbook and online reviews and suggest ways to improve ratings
Recommend local tourist spots, including places to dine, shop and sight-see
Establish friendly relationships with regular hotel clients

Mercure and its people

Hotels with individuality, passion for service and committed to quality and guest satisfaction.

Join a team of warm and friendly professionals who will share their love for hospitality.