Guest Service Manager

Guest Service Manager

Mandarin Oriental Jakarta is looking for a Guest Service Manager to join our Front Office team.

Are you a master of craft? Do you thrive in a team that succeeds together, demonstrating integrity and respect while acting responsibly? Do you embrace a growth mindset? We invite you to become a fan of the exceptional.

Mandarin Oriental is the award-winning owner and operator of some of the most luxurious hotels, resorts and residences located in prime destinations around the world, with a strong development pipeline. Increasingly recognised for creating some of the world’s most sought-after properties, the Group provides legendary service inspired by Asian heritage whilst representing the very cutting-edge of luxury experiences.

After completion of an extensive renovation, Mandarin Oriental, Jakarta, will emerge fully rejuvenated to reclaim its status as the city’s premier address for both business and leisure. Mandarin Oriental, Jakarta will be positioned as Jakarta’s most luxurious and contemporary hotel, offering exemplary personalized service in well-appointed surroundings. Mandarin Oriental, Jakarta is operated and owned by the Mandarin Oriental Hotel Group.

About the job

Based Mandarin Oriental Jakarta, the Guest Service Manager is responsible for daily Operation but not limited to the duties within the Front Office’s Department and will assist in achieving the department’s goals. This role plays a key part in Front Office that aligns with the MOHG’s values. The

Guest Service Manager reports to the Front Office Manager.

As Guest Service Manager, you will be responsible for the following duties:

1. Guest Experience & Service Standards

• Operate the Front Office Department during day and night shifts efficiently, profitably, and in line with service standards.
• Ensure Legendary Quality Experience (LQE) Standards are fully implemented, maintained, and exceeded to meet and surpass guest expectations.
• Arrange guest book-outs in accordance with MOHG policy, ensuring complete guest satisfaction.
• Ensure all guests are escorted to their rooms by Front Desk Agents.
• Handle guest complaints and comments tactfully, ensuring effective service recovery.

2. Revenue & Operational Management

• Assist the Front Office Manager in maximizing room yields by encouraging Front Desk Agents to upsell proactively.
• Monitor service delivery through LQE and Richey action plans.
• Manage the Infor Hotel Management System (HMS): ensure accurate data input, maintain configurations, control access levels, and issue passwords.
• Ensure proper staffing levels are maintained at all times.
• Delegate duties to Front Desk Agents and ensure work processes follow a logical order.

3. Leadership & Colleague Development

• Promote efficient inter-departmental communication to strengthen teamwork.
• Monitor the successful implementation of Total Training Concept and Legendary Service Training at the Front Desk.
• Encourage colleague development and foster a positive working environment.
• Maintain very high standards of grooming, hygiene, behavior, and professionalism among colleagues.

4. Safety, Compliance & Additional Duties

• Ensure all health and safety standards are maintained, monitored, and compliant to support 100% in MOHG audits.
• Cooperate with other departments to ensure smooth daily operations.
• Perform any other reasonable duties assigned by the Front Office Manager.
• Fans of MO performance well (Enrolments, Member stay and Premium Active Member).

As Guest Service Manager, we expect from you:

Educational Background

• Bachelor’s Degree in Hospitality Management, Hotel & Tourism Management, Business Administration, or a related field.
• Diploma in Hotel Management or Tourism (acceptable for entry-level positions if combined with relevant experience).

Experience

• Five years Guest Service Manager experience in a luxury hotel in Jakarta

Skill & Competencies

• Luxury hospitality standards & etiquette
• Guest Service Excellence
• Leadership & Team Management
• Problem-Solving & Service Recovery
• Networking & Local Knowledge
• Communication & Interpersonal Skills
• Operational & Administrative Competencies
• https://careers.mandarinoriental.com/jobs/guest-service-manager-jakarta-daerah-khusus-ibukota-jakarta-indonesia