Guest Relation Manager

We are seeking a Guest Relation Manager to lead and oversee the entire Guest Relation team at EIGER Adventure Land, ensuring every guest receives a warm, comfortable, and memorable experience. In this role, you will focus on developing service strategies, enhancing Guest Experience Scores, and driving team development to support overall business objectives and guest satisfaction.

• Lead the Guest Relation Supervisor, Guest Relation Officer, and Customer Service teams in executing guest service operations.
• Develop service strategies, operational standards, and competency development programs for the team.
• Oversee the quality of guest services across all interaction points, including the Visitor Center, ticketing areas, and information points.
• Coordinate with the Traffic & Ticketing Manager, Attraction, Public Area, and other related departments to ensure smooth and seamless operations.
• Identify potential risks affecting guests or team members and implement preventive actions to maintain safety and service excellence.
• Prepare weekly and monthly reports covering team performance, issue escalations, and service improvement recommendations.

• Minimum D3/S1 degree, preferably in Hospitality, Tourism, Management, or a related field.
• At least 5 years of experience in Guest Relation, Customer Service, or hospitality, including proven team leadership experience.
• Strong understanding of Guest Experience management, service standards, and guest satisfaction improvement strategies.
• Ability to lead teams, develop operational strategies, and ensure optimal staff performance.
• Proactive, solution-oriented, growth-minded, and highly focused on Guest Experience.
• Willing to work in shifts, on weekends, and handle emergency situations or guests requiring special attention.

EIGER Adventure Land is an ecotourism resort blending natural beauty with engaging activities and thrilling adventures.

Built to international standards, it offers immersive, sustainable experiences that celebrate harmony between generations and nature.

At EIGER Adventure Land, we believe people are the heartbeat of our mission: “To inspire generations through meaningful experiences in nature.” As part of our vision “To be a blessing company in sustainable ecotourism development”, we are building a team that grows together while caring for nature.