Guest and Operation Control Manager

Company Description

PT Grand Delight Realty is a villa management and hospitality service provider specializing in luxury properties in Indonesia. The company offers comprehensive services, including guest relations, property upkeep, marketing, and revenue optimization, ensuring exceptional experiences for both villa owners and guests. With a commitment to high standards, tailored service, and local expertise, Grand Delight Realty focuses on delivering memorable stays while maximizing property performance. They are dedicated to creating seamless and luxurious experiences in villa management.

Responsibilities:

1. Oversee and control daily guest operations for apartment unitslocatedoverseas, ensuring a consistent and high-quality guest experience.
2. Manage end-to-end guestjourney, includingreservationscoordination, pre-arrival communication, check-in and check-out processes, in-stay support, and post-stay follow-up.
3. Act as the primary point of contact for guest-related issues, complaints, and service recovery, ensuringtimelyand professional resolution.
4. Coordinate remotely with on-site operational teams, housekeeping, maintenance, security, and third-party service providers to ensure smooth operations.
5. Monitor unit readiness, cleanliness standards, and maintenance conditions to ensure apartments meet company and brand standards.
6. Control andmonitoroperational performance, including service quality, response time, occupancy readiness, and operational efficiency.
7. Ensure compliance with operational SOPs, guest service standards, and local regulations applicable in the overseas property location.
8. Manage andmonitorguest feedback, reviews, and ratings across booking platforms, and implement action plans for service improvement.
9. Prepare and review regular operational and guest experience reports for management, including incidents, complaints, and improvement recommendations.
10. Collaborate with Revenue, Distribution, Sales, and Marketing teams to align operational capacity with bookings and occupancy levels.
11. Oversee operational systems and tools, including PMS, guest communication platforms, and service tracking systems, ensuring data accuracy.
12. Monitor and control operational costs related to guest services, housekeeping, and maintenance to support budgetobjectives.
13. Support onboarding, guidance, and performance monitoring of on-site staff and vendors in the overseas property.
14. Perform duties through remote coordination and casual attendance at the office, as required by operational needs.

Requirements Guest and Operation Control Manager

1. Minimumbachelor's degree in hospitality management, Tourism, Business Administration, orrelatedfield.
2. At least35 years of experiencein guest services, operations management, or property operations within apartments, hotels, or serviced residences.
3. Strong knowledge of guestexperiencesmanagement, operational SOPs, and service quality control.
4. Proven experience coordinating remote operations and working with on-site teams and third-party vendors.
5. Familiarity with PMS, guest communication systems, and operational reporting tools.
6. Excellent problem-solving and service recovery skills, with the ability to handle guest complaints professionally.
7. Strong organizational skills and ability to manage multiple operational priorities simultaneously.
8. Experience managing overseas properties or cross-cultural operations is preferred.
9. Ability to work flexibly, including remote work and casual office attendance asrequired.
10. Strong verbal and written communication skills in English.