Guest Service Manager
IHG Hotels & Resorts (Indonesia) (Jakarta, Jakarta, Indonesia)
DKI Jakarta,
Indonesia
About IHG®
IHG Hotels & Resorts [LON:IHG, NYSE:IHG (ADRs)] is a global hospitality company, with a purpose to provide True Hospitality for Good.
With a family of 18 hotel brands and IHG One Rewards, one of the world's largest hotel loyalty programmes, IHG has over 6,000 open hotels in over 100 countries, and more than 1,900 in the development pipeline.
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InterContinental Hotels Group PLC is the Group's holding company and is incorporated and registered in England and Wales. Approximately 345,000 people work across IHG's hotels and corporate offices globally.
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About this position
Our reputation is built on delivering exceptional guest experiences. We’re searching for a Guest Relations Manager capable of delivering a truly personal service to leave our guests satisfied every single time they stay with us.
Responsibilities
Every day is different, but you’ll mostly be:
• Serving as the main point of contact for VIP Guests and ensuring hotel departments are fully briefed on their requirements
• Seeking verbal feedback from customers on a regular basis and responding to all guest queries in a timely and efficient manner
• Keeping close contact with guests for feedback, complaints and compliments – and following it up
• Managing, recording and resolving guest or customer complaints promptly
• Keeping other operating departments in the loop with important guest relations matters – from Food and Beverage and Maintenance to Housekeeping and Front Office
Requirements
What We need from you:
• Excellent verbal and written communication skills
• Ability to deal with difficult interactions and work under pressure
• Managerial experience working in a customer service function
• Flexibility to respond to a variety of different work situations
• A passion for delivering an exceptional level of guest service
