Job Description
Are you a visionary leader with a passion for world-class hospitality? Aura Luxury Resorts & Spa is seeking an exceptional Director of Guest Experience to redefine luxury at our flagship Bali destination. You will oversee all aspects of the guest journey, ensuring that every interaction is curated, seamless, and unforgettable. This is a high-impact role for an individual who thrives in a sophisticated, fast-paced, and international environment.
Responsibilities
- Develop and execute comprehensive guest experience strategies to exceed luxury service benchmarks.
- Lead and mentor a diverse, multi-cultural team of front-of-house and concierge staff.
- Analyze guest feedback data and sentiment scores to drive operational improvements.
- Oversee the implementation of personalized, high-touch services for VIP and high-net-worth guests.
- Collaborate with the F&B and Spa management teams to ensure brand consistency across all touchpoints.
- Manage departmental budgets, staffing levels, and training protocols to maximize efficiency and service quality.
- Handle high-level guest escalations with poise, professionalism, and creative problem-solving.
Qualifications
- Minimum 7+ years of experience in luxury hotel or resort management.
- Proven track record in managing guest relations for 5-star properties.
- Exceptional fluency in English; additional languages are highly preferred.
- Strong background in data-driven decision-making and luxury CRM platforms.
- Demonstrated ability to inspire, lead, and develop high-performing teams.
- Deep understanding of cultural nuances within the Indonesian hospitality market.
- A passion for sustainability and conscious luxury tourism.