Guest Experience Manager

A global luxury brand with hospitality at its heart, Raffles Hotels & Resorts encompasses 20 ultra luxury hotels and resorts in key international destinations, some with additional branded private residences. Four further hotel properties will open under the Raffles brand in 2024-25. Named after the pioneering British founder of Singapore, Sir Stamford Raffles, the Raffles brand is synonymous with the elegant British etiquette, effortless glamour and sophistication of an earlier era, while bringing a sensibility that is in tune with the lives of our well-travelled guests – at once a vibrant heart and a tranquil haven.

At Raffles our service style is warm, personalised and gracious, with a legendary spirit of generosity embodied by our signature Raffles Butlers. We have led the way in creating hotel interiors that are art museums in their own right; we are fertile ground for creativity in the culinary arts, attracting leading chefs; and we work with expert practitioners and specialist partners to create next-generation wellness experiences. We have always sought to preserve both cultural and natural heritage, employing historians, marine biologists and art curators within the properties, to underline an experience that is truly authentic.

At Raffles, visitors arrive as guests, leave as friends and return as family. Along the way they will discover a place to celebrate, adventure, exchange ideas and be inspired; and a new meaning of luxury that touches the emotions as elegantly as the Raffles name itself.

Raffles Jakarta is strategically located in the heart of the Kuningan district within Jakarta's Golden Triangle. It is an art-filled oasis that elegantly blends history, culture, and luxury. The hotel is more than just a place to stay; it's a meeting point for art and ideas, business and leisure, glamour and fashion. Connected to Lotte Shopping Avenue and the Ciputra Artpreneur Centre, home to The Hendra Gunawan Museum, and a 1,200-seat Broadway Musical Theatre, our location is ideal for both local and international guests, offering convenience and a wealth of cultural experiences. The hotel offers exceptional facilities, including the serene Raffles Spa, a tranquil outdoor pool, versatile meeting spaces, and a state-of-the-art fitness centre, providing luxury and comfort.

At Raffles Jakarta, we pride ourselves on our dedicated team, who excel in delivering exceptional service and attention to detail. Founded by Dr. (HC) Ir. Ciputra, our hotel brings the legacy of renowned Indonesian artist Hendra Gunawan to life through our magnificent interiors. We are deeply committed to sustainability and community engagement, striving to minimize our environmental impact and actively support the local community. By choosing Raffles Jakarta, you do not just work at a luxury hotel but also support a hotel that cares about the local community.

By joining our team, you will join a community that values excellence, creativity, and sustainability. Embark on a rewarding career journey with Raffles Jakarta and contribute to our art, history, and luxury legacy.

The Guest Experience Manager is responsible for orchestrating and elevating every stage of the guest journey to ensure a seamless, personalized, and memorable stay. As a key member of the hotel’s management team, this role drives service excellence by curating exceptional experiences from pre-arrival to post-departure, consistently exceeding guest expectations.

The Guest Experience Manager plays a pivotal role in strengthening guest loyalty and reinforcing the hotel’s reputation within our international luxury brand.

1. Education: A bachelor’s degree in Hospitality Management, Hotel Administration, Business, or a related field is required. Advanced degrees or professional certifications in hospitality or guest experience management are advantageous.
2. Experience: A minimum of 4 years of progressive experience in the hospitality industry, with a strong focus on guest service and guest relations, is essential. Previous managerial or supervisory experience is preferred, demonstrating the ability to lead, coach, and inspire a team.
3. Luxury Hotel Background: Prior experience in luxury hotels or upscale establishments is highly valued, providing a strong understanding of the expectations and preferences of luxury travelers.
4. Guest-Centric Mindset: A strong guest-centric approach, with a genuine passion for creating personalized and exceptional guest experiences.
5. Leadership and Interpersonal Skills: Exceptional leadership capability, strong communication skills, and the ability to build positive and collaborative relationships with both guests and colleagues across departments are critical.
6. Problem-Solving and Decision-Making: The ability to think strategically, resolve complex situations effectively, and make sound decisions that enhance the overall guest experience is essential.
7. Industry Knowledge: Solid knowledge of the hospitality industry, emerging trends, and best practices in guest experience management is required to drive continuous improvement and maintain competitiveness within an international hotel brand