Job Description
Are you a visionary leader with a passion for world-class hospitality? Azure Horizon Resort & Spa, a five-star sanctuary in Nusa Dua, is seeking a Director of Guest Experience to redefine luxury standards. You will curate bespoke guest journeys, mentor our front-of-house team, and ensure every stay is nothing short of extraordinary.
Join our elite team and shape the future of tropical luxury.
Responsibilities
- Develop and execute comprehensive guest service strategies to increase satisfaction scores (GSS).
- Lead, train, and inspire the front office, concierge, and guest relations departments.
- Proactively manage guest feedback, resolving complex issues with grace and professionalism.
- Collaborate with the Food & Beverage and Spa teams to deliver seamless, personalized guest experiences.
- Analyze guest data and trends to create tailored loyalty programs and VIP amenities.
- Maintain operational standards that align with our Forbes Travel Guide 5-Star rating aspirations.
Qualifications
- Minimum of 7 years of experience in luxury hotel management, with at least 3 years in a leadership role.
- Proven ability to foster a culture of excellence and high-touch service.
- Deep understanding of property management systems (PMS) and CRM platforms.
- Exceptional emotional intelligence and cross-cultural communication skills.
- Fluency in English (additional languages are a significant advantage).
- Strong analytical mindset with a focus on revenue generation through guest satisfaction.