- Job Summary The STAR Supervisor plays a crucial role in overseeing the guest experience team and ensuring exceptional service delivery throughout the guest journey. This role supports the STAR (Service, Trust, Attention, Respect) philosophy of The Trans Luxury Hotel Bandung, by coordinating front-line service operations and maintaining luxury standards across departments. Key Responsibilities
- Supervise and guide the STAR Team in delivering personalized and outstanding guest service
- Ensure seamless coordination across departments to enhance the guest experience
- Monitor guest arrival and departure processes to ensure a smooth and efficient flow
- Handle VIP guests, special requests, and guest complaints professionally and promptly
- Conduct regular inspections of guest areas to ensure cleanliness, comfort, and service quality
- Train and coach team members on service standards, grooming, and communication
- Maintain detailed records of guest preferences, feedback, and service recovery
- Prepare and submit reports related to guest satisfaction and team performance
- Collaborate closely with Front Office, Housekeeping, Concierge, and F&B for daily operations
- Promote the hotel's image as a leader in personalized luxury hospitality
Requirements
- Minimum 2–3 years of experience in guest relations, front office, or supervisory role in a 5-star hotel
- Strong leadership, problem-solving, and interpersonal skills
- High attention to detail and guest-centric mindset
- Excellent communication skills in Bahasa Indonesia and English (spoken & written)
- Able to handle pressure in a fast-paced luxury hospitality environment
- Well-groomed, professional appearance, and confident demeanor
- Proficiency in MS Office and hotel management systems (e.g., Opera or similar)
