Guest Experience Executive

Company Description

A beautiful destination in West Java. Away from the hustle and bustle of the big city, yet close to Bogor and Puncak and only an hour’s drive from Jakarta. Pullman Ciawi Vimala Hills Resort Spa & Convention is the first Pullman Resort in Indonesia, designed with comfort in mind. The perfect choice for a dinner party, weekend getaway, family vacation, or even a company team building program, in a calming environment.

In addition to the greenery with the natural beauty of Indonesia, the view of Mount Salak also adorns wildlife. Guests can enjoy the charm of nature from various places in the Pullman Resort area, including from the restaurant, bar, swimming pool, meeting rooms, fitness center and of course from every luxurious room, suite and villa. Forget the need for an executive lounge because this resort provides many exclusive places, ensuring a premium experience.

Job Description

We are seeking an enthusiastic and customer-focused Guest Experience Executive to join our team in Bogor, Indonesia. As a key member of our front office, you will be responsible for ensuring exceptional guest satisfaction and creating memorable experiences for visitors to our establishment.

• Provide a warm welcome and professional assistance to guests throughout their stay
• Manage guest inquiries, requests, and concerns promptly and efficiently
• Coordinate with various departments to ensure seamless guest experiences
• Handle check-in and check-out procedures, ensuring accuracy and timeliness
• Maintain up-to-date knowledge of hotel services, local attractions, and events in Bogor
• Process reservations and manage booking systems effectively
• Assist in resolving guest complaints and escalate issues when necessary
• Collaborate with team members to achieve departmental goals and maintain high service standards
• Ensure compliance with hotel policies, procedures, and industry standards
• Participate in training sessions and stay informed about new hospitality trends
• Assist with special projects and additional duties as assigned by management

Qualifications

• Bachelor's degree in Hospitality Management or related field
• Minimum of one year's experience in a luxury hotel or similar high-end hospitality environment
• Proficiency in OPERA PMS and other front desk system
• Excellent communication and interpersonal skills
• Strong problem-solving abilities and attention to detail
• Ability to work effectively in a fast-paced, team-oriented environment
• Flexible and adaptable approach to work, including willingness to work varying shifts
• Demonstrated commitment to delivering exceptional customer service
• Knowledge of local culture, attractions, and services in Bogor, Indonesia
• Multilingual proficiency, particularly in Indonesian and English (additional languages are a plus)
• Strong organizational skills and ability to multitask efficiently
• Empathetic and patient demeanor when dealing with guest concerns
• Goal-oriented mindset with a focus on achieving departmental objectives