Guest Relations Manager

6 days ago

Jakarta, Jakarta, Indonesia ServiceABLE Full time

Guest Relations & Community Manager

Department: Front of House / Management

Reports To: Operations Manager / Head of PR

Location: Jakarta (Bali experience is a strong advantage)

Job Summary

The Guest Relations Manager is responsible for creating a welcoming, memorable, and seamless dining experience for all guests. Acting as the primary point of contact for VIPs, regular patrons, and guests requiring special attention, this role is essential to the restaurant's reputation, guest satisfaction, and repeat business.

Candidates with prior hospitality experience in Bali, especially in high-volume, lifestyle, or premium venues are strongly preferred due to their network and elevated guest engagement standards.

Key Responsibilities:

Guest Experience & Hospitality

  • Warm Welcome: Greet and welcome all guests, especially VIPs and regulars, ensuring a smooth and personalized arrival.
  • Proactive Service: Circulate the dining area, engage guests, anticipate needs, and ensure satisfaction with food, service, and ambiance.
  • Seating Management: Oversee reservations and seating flow with the Host team, handle special requests, and minimize wait times.
  • Special Accommodations: Coordinate dietary needs, celebrations, large parties, and exclusive seating arrangements.
  • Menu & Service Knowledge: Maintain strong knowledge of the menu, beverage list, specials, and service details to guide guests confidently.

Service Recovery & Feedback Management

  • Complaint Resolution: Address guest concerns promptly and professionally to ensure effective resolution and retention.
  • Feedback Monitoring: Collect and analyze guest feedback from direct interactions and online platforms (Google, TripAdvisor, etc.).
  • Reporting: Prepare regular reports for management on feedback trends, service challenges, and improvement recommendations.

Training & Team Coordination

  • Hospitality Standards: Train and coach FOH staff on premium hospitality, communication, and service recovery.
  • FOH–BOH Coordination: Serve as a communication bridge between teams to ensure consistent service execution.
  • VIP & Regular Recognition: Maintain a VIP/regular guest database with preferences and special dates; communicate to the team for personalized service.

Administrative & Operational Support

  • Reservation Systems: Manage reservation platforms (OpenTable, Resy, etc.), including VIP tagging, special notes, and capacity planning.
  • Sales Promotion: Inform guests about upcoming events, private dining, catering, and loyalty programs.
  • Ambiance Oversight: Ensure the venue maintains high standards of cleanliness, décor, lighting, and music.

Qualifications & Skills

  • Experience: Minimum 2 years in Guest Relations or similar roles in high-end or high-volume hospitality (Jakarta preferred; Bali experience is a strong plus).
  • Customer Focus: Strong passion for service excellence with professionalism under pressure.
  • Communication: Exceptional verbal, written, and interpersonal skills.
  • Problem-Solving: Strong conflict resolution and guest recovery abilities.
  • Technical Skills: Familiar with POS systems, CRM tools, and reservation platforms.
  • Availability: Must be willing to work evenings, weekends, and holidays.
  • Schedule: Six working days per week, one day off.

Compensation & Benefits

Basic Salary:

  • IDR 10,000,000 – 13,000,000 (net of income tax)
  • BPJS Ketenagakerjaan and BPJS Kesehatan deductions applied per government regulations

Service Charge:

  • Based on a points system
  • Fluctuates depending on venue revenue

Other Benefits:

  • Medical insurance after 3 months of employment

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