Guest Relations Office Supervisor

Can You Deliver Seamless Guest Experiences With True 5-Star Finesse ?

TS Group is the expert in Lifestyle Property Development, with over 20 years of experience. After developing our lifestyle & entertainment concept, Townsquare Cilandak in Jakarta, our hip hotel, TS Suites in Bali, TS Group continues to grow by developing new lifestyle & entertainment concepts to meet today's lifestyle needs.

We are looking for a Guest Relation Supervisor to support our growth.

Responsibilities: 

1. Able to supervise Work Partners (Mitra Kerja), including monitoring their knowledge, technical skills, work quality, and professional behavior.

2. Capable of providing guidance through coaching, training, and motivation to improve team performance and service quality, including taking disciplinary action for repeated errors and conducting continuous training sessions.

3. Able to empower Work Partners by reviewing and evaluating their performance and productivity.

4. Communicative and diplomatic, able to maintain strong guest relations, handle complaints with empathy and professionalism, and proactively coordinate with cross-department teams (GSO, GOO, GLO) to fulfill guest needs.

5. Ensures a maximum 5-minute check-in/check-out process and demonstrates strong upselling and cross-selling skills at the Front Office (room upgrades, late check-out, F&B packages, spa, and activities).

Requirements: 

1. Minimum Diploma/Bachelor’s degree in Hospitality, Tourism, or related fields, with at least 1 year of experience as a Senior Front Office staff or Front Office Supervisor in a 5-star hotel; well-groomed, professional appearance; and fluent in English (additional languages are an advantage).

2. Strong leadership and analytical skills, accustomed to working with guest satisfaction targets such as OTA scores, online reviews, and loyalty programs.

3. Proficient in hotel systems (VHP) for guest data management, VIP tracking, special requests, billing processes, and reporting.

4. Knowledgeable in full Front Office operations including check-in/check-out procedures, room blocking, up-selling, and handling VIP guests according to 5-star service standards for VIP, VVIP, and repeat guests.

5. Capable of analyzing and resolving guest complaints professionally following complaint-handling standards, and able to coordinate effectively with related departments (HK, GLO, GSO, Security) to ensure smooth guest service.

Benefits: 

1. Basic salary (nett of tax)

2. BPJSTK & BPJS Kesehatan 

3. THR

4. Medical Reimbursement up to 85% of 1 month’s basic salary per year (eligible after 1 year of employment and permanent status/PKWTT)

5. Free parking (1 motorcycle / 1 car)

6. Annual leave, Replace Day Payment (for working on a holiday), and Extra Off for long shifts

7. 1 meal per shift