Guest Experience Manager

paradise of paradoxes.

25hours hotel jakarta the oddbird is a space that celebrates culture and lifestyle with nostalgia, authenticity, and genuine hospitality. It embodies poetic contrasts-the paradise of paradoxes. Nestled in the heart of the sudirman central business district (scbd) within district8, 25hours hotel jakarta the oddbird stands tall with 38 stories, featuring 210 rooms and 135 serviced apartments rising above ashta mall in the senopati area, the city's hottest business and lifestyle district.

KEY ROLES & RESPONSIBILITIES FOR GUEST RELATIONS

Ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure

Guest Satisfaction & Service Excellence:

• Lead the Guest Relations team to provide intuitive, anticipatory service, maintaining the highest level of efficiency and professionalism
• Ensure exceptional guest satisfaction through personalized recognition and attentive service from arrival to departure, aligning with LQA standards
• Handle VIP and high-profile guests with discretion, ensuring their preferences are met and expectations exceeded
• Collaborate with all hotel departments to elevate the guest experience, ensuring seamless service delivery
• Handle guest concerns and requests promptly and professionally to ensure complete guest satisfaction
• Actively gather and analyze guest feedback, addressing any areas of improvement
• Implement guest feedback into actionable steps to continuously improve service delivery and guest satisfaction
• Provide ongoing training and development opportunities for team members to enhance service delivery
• Conduct departmental meetings to ensure clear communication and alignment on service goals and operational standards
• Work closely with Front Office, Housekeeping, and F&B teams to ensure a flawless guest experience
• Communicate to Front Office Manager all pertinent information such as the expected arrival and departure of VIPs

Guest Relations Management:

• Monitor the ALL-Loyalty Programme and guest amenity history to ensure repeat guests and VIPs receive special recognition
• Prepare and ensure timely placement of welcome letters and amenities for guests
• Address and follow up on guest complaints, ensuring prompt resolution and corrective actions when necessary
• Attend Club and VIP guest events to gather feedback and continuously improve service delivery
• Monitor guest feedback from various channels (surveys, reviews, direct comments) and implement service enhancements accordingly
• Review arrival lists to ensure VIP room allocations, amenities, and special requests are handled properly
• Promote hotel facilities and services, encouraging inter-hotel sales and enhancing the overall guest experience
• Participate in regular team meetings to ensure smooth communication and operations across departments
• Conduct probation reviews and formal performance appraisals for all team members
• Prepare comprehensive induction programs for new team members to ensure smooth onboarding
• Coach, counsel, and provide constructive feedback to team members to foster growth and performance improvement

Compliance & Standards:

• Maintain knowledge of credit policies and procedures and liaise closely with Finance Department to ensure that credit procedures are properly carried out
• Perform additional duties and special projects as assigned to improve guest relations and service quality.

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

In compliance with employment laws in Indonesia, this position is only open to Indonesians.