Supervisor Customer Experience

Supervisor Customer Experience / Guest Relation Manager

Industry: Premium Restaurant

We are hiring a Guest Relations & Community Manager for a premium, high-volume restaurant in Jakarta. Candidates with hospitality experience in Bali or other premium venues are strongly preferred.

Role Overview

This role ensures a warm, memorable, and seamless experience for all guests, especially VIPs and regular patrons. You will serve as the main point of contact for guest needs, special requests, feedback, and service recovery. A strong personality with high energy, excellent people skills, and the ability to work under pressure is essential.

Key Responsibilities

• Handle guest feedback, concerns, and complaints with professionalism and quick resolution.
• Build strong rapport with guests and maintain positive relationships.
• Collect and monitor guest feedback for service improvement.
• Train FOH staff on hospitality standards, communication, and service recovery.
• Maintain and update a VIP/regular guest database.
• Support the execution of promotions, events, private dining arrangements, and loyalty programs.
• Ensure the restaurant’s overall ambience, cleanliness, décor, lighting, and music is always at standard.

Qualifications

• Minimum 2 years of experience in Guest Relations, Hostess, or similar customer-facing roles in premium or high-volume restaurants / entertainment venues.
• Strong communication skills and the ability to handle pressure while maintaining a professional and friendly demeanour.
• High energy, positive attitude, and excellent people skills.
• Ability to connect with guests, build rapport, and maintain strong relationships.
• Skilled at managing guest requests and service recovery.
• Familiar with POS, CRM, and reservation systems.
• Willingness to work evenings, weekends, and holidays (6-day work week).

Compensation

• Salary: IDR 10,000,000–13,000,000
• Service charge (points system)
• BPJS & medical insurance (after 3 months)
• Extra off