Guest Relations Supervisor

Kempinski
Jakarta
Workplace: OnsiteContractFunction: Hospitality & Food ServiceSkills: []

Supervise the guest relations section and represent hotel management to deliver high-standard guest services. Welcome and coordinate VIP arrivals and departures, prepare tailored itineraries with GRM/FOM, and maintain guest history through timely feedback collection. Serve as an internal point of contact for hotel philosophy, events, promotions, and local guidance, while handling complaints and requests by routing issues to the right departments and following up for resolution.

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FursaFursa
Kempinski
Kempinski
2 days ago

Guest Relations Supervisor

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Source: Company careers pageValidated by: Fursa AI
Last checked: 4 hours agoStatus: Live

Job Summary

Supervise the guest relations section and represent hotel management to deliver high-standard guest services. Welcome and coordinate VIP arrivals and departures, prepare tailored itineraries with GRM/FOM, and maintain guest history through timely feedback collection. Serve as an internal point of contact for hotel philosophy, events, promotions, and local guidance, while handling complaints and requests by routing issues to the right departments and following up for resolution.
Location: Jakarta
Workplace: Onsite
Employment Type: Contract
Job Function: Hospitality & Food Service
Seniority: Manager level

Key Responsibilities

  • •Supervise the Guest Relation Section and ensure professional guest services in line with Kempinski standards.
  • •Represent hotel management and communicate hotel/company philosophy and internal hotel representation.
  • •Welcome, facilitate, and farewell guests; ensure Top VIPs are welcomed on arrival, escorted to their rooms, and bid farewell on departure.
  • •Liaise with GRM and FOM to plan tailor-made itineraries for Top VIPs and coordinate VIP greetings and departures ahead of time.
  • •Handle guest complaints and requests, maintain records, follow up, and inform concerned operating departments for resolution.

Key Requirements

  • •Supervise the guest relations section and provide guest services in line with hotel policies, procedures, and service standards.
  • •Serve as a hotel management representative and handle guest relation matters to guest satisfaction.
  • •Maintain in-depth knowledge of the hotel and the city/surroundings layout, including in-house VIPs, functions, and special events.
  • •Collect and distribute VIP feedback daily using hotel systems and briefings, and ensure information is updated in guest profiles.
  • •Handle guest complaints and requests politely and efficiently, coordinating instructions to relevant staff and following up with departments.
Tech Stack:Opera PMSGoogle

Company Brief

Kempinski
Kempinski is a luxury hotel management company operating five-star hotels, residences and restaurants worldwide. The group provides high-end hospitality services, managing properties and bespoke guest experiences across major cities and resort destinations.
Industry: Hotels & Resorts
Company Size: Enterprise (1,001+ employees)
Growth: Established Company
Headquarters: Munich, Germany
Founded: 1862
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Glassdoor: 4.0
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