Key Responsibilities
1. Supervise daily Guest Experience operations and ensure service delivery complies with company SOPs.
2. Ensure guests receive friendly, responsive, and accurate information and assistance throughout their visit.
3. Handle guest complaints and concerns professionally and ensure appropriate follow-up actions.
4. Lead, direct, and evaluate team performance, including work schedules and task assignments.
5. Conduct team briefings, coaching, and training to improve service quality and employee competency.
6. Monitor guest satisfaction and analyze feedback to identify opportunities for service improvement.
7. Coordinate with Ticketing, Security, F&B, Housekeeping, and Operations teams to ensure smooth daily operations.
8. Ensure compliance with guest safety, cleanliness, comfort, and orderliness standards.
9. Prepare regular operational reports, guest complaint reports, and team performance evaluations.
10. Identify service improvement opportunities and propose initiatives to enhance the overall guest experience.
Qualifications
1. Minimum Diploma (D3) or Bachelor's degree (S1) in Hospitality, Tourism, Management, Communication, or a related field.
2. Minimum 2–3 years of experience in Guest Relations, Customer Service, Hospitality, or tourism operations.
3. At least 1 year of supervisory or team leadership experience.
4. Strong communication and interpersonal skills in Bahasa Indonesia; proficiency in English is an advantage.
5. Good understanding of service excellence, customer satisfaction, and complaint handling.
6. Strong leadership, problem-solving, and decision-making skills.
7. Proficient in Microsoft Office for administrative and reporting purposes.
8. Customer-oriented, professional, disciplined, and highly responsible.
9. Able to work in a dynamic operational environment and collaborate effectively across departments.
10. Willing to work on shifts, including weekends and public holidays.
