Guest Experience Manager
Core
Lead a dynamic team to oversee all aspects of guest interactions, ensuring exceptional, personalized service and driving guest satisfaction at a luxury hotel.
Role type
Senior IC Guest Experience Manager
Builds
Memorable guest experiences and operational excellence for visitors
Domain
Luxury hospitality / Hotel operations
Required skills
Team leadership, guest recovery, luxury service standards, cross-departmental coordination, budget management, performance metrics analysis, vendor management, operational continuity
Preferred skills
Knowledge of Jakarta local attractions, luxury hotel brand experience, hospitality management certification, additional language proficiency
Technologies
Opera Cloud, Microsoft Office, guest engagement platforms
Responsibilities
Lead daily operations of Concierge, Guest Relations, and Guest Activities; Develop and implement guest experience strategies; Coordinate cross-departmental initiatives; Manage service recovery processes; Recruit, onboard, and develop team members; Monitor and analyze guest feedback; Manage budgets and KPIs
Seniority
Senior, hands-on IC