Team Leader – Guest Relations & Operations

Team Leader – Guest Relations & Operations

Tentang Kami
PT. Harapan Graha Niaga is a leading hospitality and tourism enterprise dedicated to delivering exceptional guest experiences and maintaining the highest standards of service excellence. We are committed to creating welcoming environments where our guests feel valued and our team members thrive. Our organisation prides itself on fostering a culture of professionalism, integrity, and continuous improvement across all operational areas.

Tentang Peran
We are seeking an experienced and dynamic Team Leader – Guest Relations & Operations to join our front-of-house team in Jakarta Barat. This is a full-time position that plays a crucial role in delivering outstanding guest experiences whilst ensuring seamless operations across our front office and guest services departments. As Team Leader, you will be responsible for leading, motivating, and developing a team of guest relations professionals, whilst maintaining the highest standards of hospitality and operational excellence. This role is essential to our commitment to providing guests with memorable and personalised service from the moment they arrive.

Tanggung Jawab Utama

• Lead, supervise, and mentor a team of guest relations and front office staff, fostering a positive and professional working environment
• Oversee daily front office operations, including guest check-ins, check-outs, and all guest-related inquiries to ensure smooth and efficient service delivery
• Manage guest relations activities and ensure all guests receive personalised attention and exceptional service throughout their stay
• Handle guest complaints and concerns with professionalism, empathy, and efficiency, implementing appropriate resolutions to ensure guest satisfaction
• Monitor and maintain high standards of cleanliness, presentation, and professionalism in all front office areas
• Coordinate with other departments including housekeeping, maintenance, and management to address guest needs and operational requirements
• Maintain accurate records of guest information, requests, and feedback using property management systems
• Conduct training and performance reviews for team members, promoting continuous skill development and career progression
• Manage scheduling and resource allocation to optimise team productivity and ensure adequate coverage during all operational hours
• Prepare and analyse reports on guest feedback, operational metrics, and team performance for management review
• Ensure compliance with company policies, procedures, and relevant hospitality industry standards and regulations
• Assist with the implementation of guest service initiatives and operational improvements to enhance overall guest experience

Kualifikasi

• Minimum 5 years' experience in front office, guest relations, or hospitality operations, with at least 2 years in a supervisory or team leadership capacity
• Proven expertise in guest services, complaint resolution, and delivering exceptional customer experiences
• Strong leadership skills with the ability to motivate, coach, and develop team members effectively
• Excellent communication and interpersonal skills, with the ability to interact professionally with guests and colleagues from diverse backgrounds
• Proficiency in property management systems and hospitality software applications
• Strong organisational and multitasking abilities, with the capacity to manage multiple priorities in a fast-paced environment
• Attention to detail and commitment to maintaining high standards of service and presentation
• Fluency in English is essential; proficiency in Indonesian and additional languages is advantageous
• High level of professionalism, integrity, and discretion, particularly when handling sensitive guest information
• Flexibility to work shifts, including evenings, weekends, and public holidays as required by operational needs
• Relevant hospitality or customer service certifications are preferred but not essential

Cara Melamar
If you are a talented hospitality professional with strong leadership skills and a passion for delivering outstanding guest experiences, we would like to hear from you. Please submit your CV, a cover letter, and relevant supporting documents to apply for this exciting opportunity to join PT. Harapan Graha Niaga.