Established in 2018, Black Owl Indonesia is a fast-growing company from lifestyle-entertainment industry. With our vision and core values, we'll continues to create innovation in lifestyle-entertainment industry. Currently, Black Owl has 4 outlets at PIK, Kelapa Gading, Gading Serpong, Surabaya, & Medan and will open at SCBD.
Qualifications:
- Minimum 2 years in the same role (GRO Manager/Guest Relations Lead).
- Experienced in banquets/events and crowd management.
- Strong leadership, coaching, and team coordination skills.
- Excellent communication, hospitality mindset, and well-groomed appearance.
- Strong problem-solving and calm under pressure (peak hours).
- Comfortable with reporting/admin; basic Excel/Google Sheets.
- Foreign language is a plus (English/Mandarin/Japanese/Korean).
Responsibilities:
- Lead VIP & regular guest experience from greeting, seating, to follow-up.
- Manage and coach GRO/Host team to meet brand service standards.
- Handle banquets & events (briefing, seating plan, guest flow, VIP handling).
- Own complaint handling and service recovery with fast coordination to Ops/FOH/BOH.
- Manage reservations and deliver daily/weekly reports (feedback, VIP notes, improvements).
Placement:
Black Owl Surabaya
