Guest Experience Manager

In the heart of Thamrin CBD stands a vibrant city hotel, Pullman Jakarta Indonesia. Experience our 427 luxury rooms with In-Room Playground. Let our Sana Sini and Kahyangan restaurants satisfy your cravings with worldwide cuisines. Enjoy the bar that the city needs at The Back Room, chocolate fair at Le Chocolat Lounge and freshly baked pastries at Makaron Bakeshop. Ideally situated, just moments from the Thamrin roundabout, high-end shopping scenes at Grand Indonesia and Plaza Indonesia. Easy access to public transport.

Our luxury city hotel ideally situated within moments from the National Monument, Thamrin roundabout, high-end shopping scenes at Grand Indonesia and Plaza Indonesia. Access to public transport and the capital’s must-see sights are all at your doorstep. Strategically located in Central Jakarta, surrounded by the Central Business District and Jakarta’s largest shopping malls, indulge in the exceptional comfort of our city hotel and embark on an unforgettable staycation journey.

Pullman Jakarta Indonesia Thamrin is ideally located near the CBD, main historical monuments of the city and only a short walk away to reach the two largest shopping malls in Jakarta and Sudirman-Thamrin business districts.

Scope and Objectives

Reporting to the General Manager , the Guest Experience Manager plans and manages the overall operation of the Butlers with the aim to create a passionate and committed team that deliver superlative guest journeys. The position is responsible for the Leadership, Vision and Strategies of the department to achieve hotel’s desired performance. The Guest Experience Manager must be skillful and experience in Butler tasks, intuitive, meticulous, organized and constantly look into improving work process and stays updated in hospitality trends that will continuously exceed the expectations of the guests.

Key Roles & Responsibilities:

• Lead and guide Butler team to provide best service to all guests.
• Prioritizes and organizes work assignments and delegates work effectively to supervisory and non-supervisory personnel.
• Ensure Butlers deliver the Raffles touch by providing pro-active personalized service.
• Ensure guests are taken care of exclusively, paying particular attention to their needs and requests.
• Monitors performances of Butler and provides timely feedback for improvements, praises when due and conducts appraisal.
• Ownership of individual’s growth and identifies short to long-terms goals to achievement and ensures high colleague engagement and welfare.
• Motivates, trains and develops the team that enables them to operate with room for innovation, efficiency and effectiveness.
• Recruits, inducts and trains a Butler team that is competent and confident to exceed guest expectations at all times through the highest level of emotional and anticipatory engagement.
• Takes charge and resolves any guest complaints reported by the Butler team and escalates to Guest Experience Manager.
• Accountable to drive and create action plans of Butlers’ performance in guest satisfaction index, audits and KPIs.
• Ensures guests receive the experience as detailed in brand Standard Operation Procedure (SOP).
• Ensures service standards and individual performance are aligned with Raffles Values - Excellence, Respect, Integrity, Caring

ESSENTIAL QUALIFICATIONS

• Demonstrated ability to manage a diverse, multi-cultural workforce with exceptional organisational skills
• Exemplary leadership and communication skills, with a proven track record of team engagement and motivation
• Unwavering commitment to integrity and dedication, with a strong focus on continuous improvement
• Adaptable management style capable of navigating dynamic work environments
• Comprehensive knowledge of Front Office Operations is imperative
• Strict adherence to guest and hotel information security and confidentiality protocols
• Proficiency in Opera Property Management System is highly advantageous

PROFESSIONAL EXPERIENCE

• A minimum of 5 years' relevant experience in the hospitality industry, with no less than 2 years in a managerial capacity, is required

Why Join Us?

• Prestigious International Brand – As part of Accor, one of the world’s leading hospitality groups, Pullman Jakarta Indonesia provides a dynamic and globally recognized work environment.
• Career Growth & Development – We offer training programs, workshops, and career advancement opportunities within Accor’s extensive global network.
• Exciting & Dynamic Work Culture – Our team thrives on creativity, innovation, and excellence, ensuring an inspiring and supportive workplace.
• Competitive Benefits & Perks – Enjoy attractive salary packages, incentives, staff discounts at Accor hotels worldwide, and wellness programs.
• High-Profile Events & Networking – Work with top-tier clients and handle large-scale banquet events, enhancing your expertise and professional network.