Guest Relations Manager
Department: Front of House / Management
Reports To: Operations Manager / Head of PR
Location: Jakarta
Role Overview
The Guest Relations Manager is responsible for owning the guest experience from arrival to departure, ensuring every visit feels welcoming, seamless, and memorable. This role acts as the primary point of contact for VIPs, regular guests, and anyone requiring special attention, directly influencing guest satisfaction, reputation, and repeat business.
This position is suited for candidates with proven experience in high-volume, lifestyle-driven, or premium hospitality environments where guest recognition, atmosphere control, and service excellence are critical. Experience in destinations with elevated hospitality standards and fast-paced service culture is a strong advantage.
Guest Experience
- Welcome guests warmly, with special attention to VIPs and returning customers
- Be present on the floor during service, engaging guests and ensuring a great overall experience
- Work with the Host team to manage reservations, walk-ins, and seating flow smoothly
- Handle special requests, celebrations, dietary needs, and large groups with care
Service Quality & Recovery
- Resolve guest concerns calmly and professionally during service
- Collect guest feedback in person and through platforms like Google and TripAdvisor
- Share guest insights and improvement ideas with management
Team & Service Coordination
- Support and coach Front of House staff on hospitality standards and guest interaction
- Act as a bridge between FOH and kitchen teams to keep service running smoothly
- Track VIP and regular guests preferences to deliver personalized service
Operations & Presentation
- Manage reservation systems, guest notes, and VIP tagging
- Promote upcoming events, private dining, and special offers to guests
- Ensure the venue's cleanliness, ambiance, lighting, music, and overall presentation meet standards at all times
Qualifications & Skills
- Experience: Minimum 3 years at Supervisor level or 1 to 2 years at Manager level in Guest Relations, Front of House leadership, or similar roles within high-end or high-volume hospitality environments.
- Relevant Background: Prior experience in established lifestyle, destination, or premium dining concepts is required. Examples include venues known for strong guest engagement, high service intensity, and experiential dining standards such as The Lawn, Potato Head, Mason, Desa Kitsune, La Brisa, El Kabron, etc.
- Service Mindset: Strong passion for hospitality and guest satisfaction, with the ability to remain composed under pressure.
- Communication: Excellent verbal, written, and interpersonal communication skills.
- Problem Solving: Strong conflict resolution and service recovery capabilities.
- Technical Skills: Familiarity with POS systems, CRM tools, and reservation platforms.
- Availability: Willingness to work evenings, weekends, and public holidays.
- Schedule: Six working days per week with one day off.
Compensation & Benefits
- BPJS: Ketenagakerjaan and Kesehatan applied according to government regulations
- Salary + Service Charge: Based on a points system and varies according to venue revenue
- Additional Benefits: Medical insurance provided after three months of employment
