Job Title
Customer Service Manager (Hospitality & Client Relations)
Job Description
PT Otto Media Grup, a fast-growing media & digital marketing company, is seeking a Customer Service Manager (Hospitality) to lead and manage premium client experiences, especially in handling and hosting business clients, partners, and VIP guests.
This role requires a strong hospitality mindset, excellent communication skills, and confident public speaking ability. You will act as a front-facing representative of the company, ensuring clients feel welcomed, respected, and professionally served while maintaining the company's brand image and service standards.
Key Responsibilities:
Client Hospitality & Service Excellence
- Manage and oversee end-to-end client hospitality experiences, including welcoming, hosting, and assisting business clients
- Act as the main point of contact for visiting clients, partners, and stakeholders
- Ensure all client interactions reflect a professional, premium, and service-oriented image
Customer Service Management
- Lead and supervise customer service and hospitality-related activities
- Develop and implement customer service standards, SOPs, and service protocols
- Handle client inquiries, requests, and feedback in a professional and timely manner
- Resolve client issues or complaints with a solution-oriented approach
Public Speaking & Representation
- Confidently conduct client briefings, presentations, office tours, and introductions
- Represent the company during meetings, events, and business gatherings
- Support internal teams during client meetings, pitches, or business events
Coordination & Internal Collaboration
- Coordinate with internal teams (Account, Sales, Creative, Management) to ensure smooth client handling
- Prepare schedules, agendas, and hospitality arrangements for client visits
- Support relationship-building efforts to strengthen long-term client partnerships
Qualifications
- Bachelor's degree in Hospitality, Communication, Public Relations, Management, or related field
- Minimum 15 years of experience in hospitality, customer service management, front office, client relations, or service industry
- Experience handling business clients, corporate guests, or VIP customers
- Well-groomed, professional appearance and confident personality
- Excellent public speaking, communication, and interpersonal skills
- Strong service mindset with high attention to detail
- Able to communicate clearly and professionally in Bahasa Indonesia and English
- Calm, composed, and professional under pressure
- Comfortable working in a fast-paced, client-facing environment
