GRO Manager

Established in 2018, Black Owl Indonesia is a fast-growing company from lifestyle-entertainment industry. With our vision and core values, we'll continues to create innovation in lifestyle-entertainment industry. Currently, Black Owl has 4 outlets at

PIK, Kelapa Gading, Gading Serpong, Surabaya, & Medan

and will open at

SCBD .

Qualifications

Minimum

2 years

in the

same role

(GRO Manager/Guest Relations Lead).

Experienced in

banquets/events

and crowd management.

Strong leadership, coaching, and team coordination skills.

Excellent communication, hospitality mindset, and well-groomed appearance.

Strong problem-solving and calm under pressure (peak hours).

Comfortable with reporting/admin; basic Excel/Google Sheets.

Foreign language is a plus

(English/Mandarin/Japanese/Korean).

Responsibilities

Lead VIP & regular guest experience from greeting, seating, to follow-up.

Manage and coach GRO/Host team to meet brand service standards.

Handle

banquets & events

(briefing, seating plan, guest flow, VIP handling).

Own complaint handling and service recovery with fast coordination to Ops/FOH/BOH.

Manage reservations and deliver daily/weekly reports (feedback, VIP notes, improvements).

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