Guest Experience Manager

Company Description

Novotel Jakarta Mangga Dua Square, premium midscale hotel located in North Jakarta business and entertainment district. The hotel's 362 guest rooms are equipped with its rejuvenated Olympic size swimming pool that will provide the guest with the best experience stay. For array of international buffet selections, Food Exchange offers social dining experience. While for your meeting and social events, our 2 ballrooms and 23 meeting rooms can host up to 1,800 delegates

Novotel Jakarta Mangga Dua Square serves as a convenient base to explore the city. Close to business & shopping center, JIExpo Kemayoran, Ancol Dreamland, and Jakarta International Stadium Novotel Jakarta Mangga Dua Square is located close to Mangga Dua Square, remarkable landmark of Jakarta Old City, and near Harbour to explore the tropical atmosphere of Thousand Islands

Novotel Jakarta Mangga Dua Square is strategically located close the biggest amusement eco-park Taman Impian Jaya Ancol, and surrounding by many place of tourist attraction.

Job Description

We are seeking an experienced and passionate Guest Experience Manager to join our hospitality team in Jakarta, Indonesia. In this leadership role, you will oversee all aspects of guest interactions and experiences, ensuring that every visitor receives exceptional, personalized service that exceeds expectations. You will lead a dynamic team while collaborating across departments to create memorable moments and drive guest satisfaction. This position offers the opportunity to shape our guest experience strategy, mentor talented colleagues, and contribute to a culture of excellence and innovation.

• Lead and oversee daily operations of Concierge, Guest Relations, and Guest Activities, ensuring seamless execution of guest requests, reservations, and special arrangements
• Conduct comprehensive arrival reviews to identify and prioritize VIP guests, loyalty members, repeat visitors, and special occasions, coordinating personalized welcome experiences
• Develop and implement guest experience strategies that align with luxury service standards and organizational brand values
• Coordinate cross-departmental initiatives with Front Office, Housekeeping, Culinary, and other teams to ensure timely delivery of guest requests and amenities
• Utilize guest engagement platforms and property management systems to maintain accurate guest profiles, preferences, and communication histories
• Proactively identify opportunities to enhance the guest journey through innovative programming, activities, and personalized services
• Manage service recovery processes with empathy and decisiveness, resolving guest concerns while maintaining brand integrity and guest loyalty
• Provide visible leadership throughout the property, engaging guests during peak periods and supporting team members in real-time
• Recruit, onboard, and develop Concierge and Guest Relations team members through coaching, training, and performance feedback
• Conduct regular training sessions focused on luxury service standards, emotional intelligence, destination knowledge, and guest recovery techniques
• Monitor and analyze guest feedback through surveys, review platforms, and internal reporting systems, implementing continuous improvements
• Ensure compliance with brand standards, standard operating procedures, and quality assurance requirements
• Manage budgets, track key performance indicators, and optimize resource allocation to achieve departmental goals
• Recognize and celebrate team achievements, fostering an inclusive and motivational work environment
• Perform Manager on Duty responsibilities as assigned, ensuring operational continuity and crisis management

Qualifications

• Minimum five years of leadership experience in Concierge, Guest Relations, Front Office, or luxury hotel operations
• Proven expertise in guest recovery, service recovery, and personalized luxury service delivery
• Strong knowledge of concierge operations, VIP protocols, and high-end hospitality standards
• Proficiency with Opera Cloud (or equivalent property management systems), Microsoft Office, and guest engagement platforms
• Excellent communication, organizational, and interpersonal skills with the ability to build and maintain relationships
• Demonstrated ability to lead, mentor, and develop team members effectively
• Strategic thinking with strong analytical and problem-solving capabilities
• Experience with budget management, performance metrics, and revenue optimization
• Vendor management and procurement experience
• Knowledge of Jakarta, Indonesia, regional attractions, and local hospitality landscape (preferred)
• Previous experience with luxury hotel brands or resort operations (preferred)
• Certification in hospitality management or guest services (preferred)
• Fluency in English; additional language proficiency is an asset

Additional Information