Guest Relations 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).

Placement: Black Owl Surabaya