Job Description
Are you a visionary leader with a passion for world-class hospitality? Aura Luxury Resorts & Spa is seeking a Director of Guest Experience to redefine luxury in the heart of Bali. You will orchestrate bespoke guest journeys, mentor our service teams, and ensure every detail of our guests' stay exceeds international five-star standards.
We are looking for a creative strategist who understands that true luxury is found in the connection between people and place. If you are ready to elevate our brand and lead a world-class team, we invite you to apply.
Responsibilities
- Design and implement end-to-end guest journey strategies to enhance NPS and satisfaction scores.
- Lead, inspire, and mentor department heads across Front Office, Concierge, and Guest Relations.
- Analyze guest feedback data to drive actionable improvements in service delivery and product offerings.
- Develop personalized VIP arrival programs and signature resort experiences.
- Collaborate with the Food & Beverage and Spa teams to ensure a seamless brand experience across all touchpoints.
- Manage operational budgets related to guest services and amenities.
- Oversee crisis management and guest recovery protocols with professionalism and poise.
Qualifications
- Minimum 7 years of experience in luxury hospitality management, with at least 3 years in a senior leadership role.
- Proven track record in a 5-star resort environment; experience in Bali is highly preferred.
- Exceptional emotional intelligence and the ability to anticipate guest needs before they arise.
- Strong command of hospitality management software (e.g., Opera, Salesforce, or similar).
- Excellent communication skills in English; proficiency in Indonesian or other languages is a significant asset.
- Ability to thrive in a high-pressure, fast-paced environment with a focus on meticulous attention to detail.
- Deep understanding of global luxury travel trends and high-net-worth individual expectations.