Job Description
Are you a hospitality visionary with a passion for crafting unforgettable moments? Azure Horizon, a premier wellness retreat in the heart of Ubud, is seeking a Director of Guest Experience to lead our boutique service team. You will be the architect of our guest journey, blending Balinese warmth with world-class luxury standards to create a transformative stay for our global clientele.
In this high-impact role, you will define service excellence, mentor our front-of-house staff, and ensure every touchpoint reflects our commitment to holistic luxury.
Responsibilities
- Design and implement end-to-end guest journey touchpoints that exceed luxury hospitality benchmarks.
- Lead, mentor, and inspire a diverse team of front-office, concierge, and butler staff.
- Analyze guest feedback and operational data to continuously refine service delivery protocols.
- Collaborate with the F&B and Spa leadership to curate bespoke guest itineraries and activities.
- Manage escalated guest inquiries with diplomatic precision, turning challenges into loyalty-building moments.
- Oversee departmental budget and resource allocation to ensure operational efficiency.
- Represent the brand at high-level networking events and industry summits.
Qualifications
- Minimum of 7 years of leadership experience in 5-star hotels or ultra-luxury boutique resorts.
- Deep understanding of the Indonesian luxury tourism market and international guest expectations.
- Exceptional emotional intelligence and communication skills, with fluency in English and Bahasa Indonesia.
- Proven track record in driving high guest satisfaction scores (GSS) and TripAdvisor/online reviews.
- Advanced proficiency in Property Management Systems (PMS) such as Opera or Oracle.
- Strong background in strategic planning, P&L management, and team development.
- A commitment to sustainable luxury practices and local cultural integration.