Guest Experience Supervisor

Welcome to Pullman Lombok Merujani Mandalika Beach Resort. Our world is your playground.

Accor’s first premium-scale resort in Lombok, With 257 rooms, suites and villas—many with private pools—merge island tradition and sophisticated contemporary style. Overlooking the endless Indian Ocean or the lush gardens, in perfect harmony with their surroundings. 
Dining at Pullman Lombok Mandalika is conceived to energize the body, inspire the mind and spark the palate. Two restaurants—including Sgara, the finest seafood restaurant in Lombok—and two bars serve food and drink blending the best of local and global influences. All set around our free-form pool, all with a backdrop of inspiring ocean views.
At Pullman Lombok, you’re free to do as much as you like. Or as little. The Pullman SPA creates personalized therapies for peace of mind, body and soul. Pristine beaches nearby are a hub for surfers and snorkelers. Unlock your potential on guided running trails, putting you in touch with the island environment—and your inner self. And motor races at Pertamina Mandalika International Street Circuit are just a few minutes’ drive away.

Job Description

We are seeking a Guest Relations Supervisor to join our hospitality team in Lombok, Indonesia. In this supervisory role, you will oversee guest relations operations and lead a team dedicated to delivering exceptional customer experiences. This position requires a professional, empathetic leader who can motivate their team while maintaining a strong focus on guest satisfaction and organizational excellence.

Supervise and mentor guest relations staff, providing coaching, performance feedback, and professional development opportunities
Manage guest inquiries, complaints, and special requests with professionalism and empathy, ensuring prompt and satisfactory resolutions
Develop and implement guest relations policies and procedures that enhance the overall guest experience
Monitor team performance metrics and conduct regular performance reviews to maintain service quality standards
Coordinate with other departments to address guest needs and ensure seamless service delivery across the organization
Train team members on customer service best practices, conflict resolution techniques, and cultural sensitivity
Customize guest experiences based on individual preferences to foster loyalty and positive reviews
Ensure compliance with hospitality standards and organizational policies at all times

Qualifications

• Minimum 3 years of experience in guest relations, customer service, or hospitality management
• Proven supervisory or team leadership experience managing staff in a customer-facing environment
• Excellent interpersonal, communication, and motivational skills with ability to lead and inspire teams
• Strong conflict resolution and problem-solving abilities with composure under pressure
• Proficiency in hospitality management systems and software
• Organizational skills with ability to manage multiple priorities simultaneously
• Multilingual capabilities (English required)
• Cultural awareness and knowledge of hospitality industry standards and best practices

Additional Information

• Possess skills of leadership, developing, strategic thinking, problem solver. 
• Excellent communication.
• Results and service oriented with an eye for details.
• Ability to multi-task, work well in stressful & high-pressure situations.
• A team player & builder.
• A motivator & self-starter.
• Well-presented and always professionally groomed.