Guest Experience Manager

Job description

Company Description

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.

Job Description

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Guest Experience & Satisfaction: Ensure exceptional guest experiences throughout the guest journey, from pre-arrival to departure, while maintaining high service standards.

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Guest Relations: Handle guest requests, feedback, complaints, and service recovery promptly and professionally to maximize guest satisfaction.

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VIP & Special Arrangements: Coordinate VIP arrivals, celebrations, personalized amenities, and other special guest requests.

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Service Quality & Standards: Monitor guest satisfaction scores, online reviews, and service delivery, and implement improvements where necessary.

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Interdepartmental Coordination: Work closely with Housekeeping, F&B, Recreation, Spa, and other departments to ensure seamless guest services.

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Team Leadership: Guide and support the Guest Experience team, ensuring professionalism, service consistency, and continuous development.

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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.

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Brand Standards & Compliance: Ensure compliance with hotel brand standards, operating procedures, confidentiality requirements, and applicable local regulations.

Qualifications

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Bachelor’s degree or diploma in Hospitality Management, Tourism, Business Administration, or a related field.

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Minimum 2-3 years of experience in the same position within a premium hotel or resort.

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Excellent verbal and written communication skills in English; additional languages are an advantage.

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Strong interpersonal, leadership, problem-solving, and complaint-handling skills.

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Good organizational, administrative, reporting, and coordination abilities.

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Proficiency in Microsoft Office and Opera Cloud.

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Customer-oriented, professional, detail-focused, and able to work under pressure.

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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.