Job Description
Are you a hospitality visionary with an eye for perfection? Aura Luxury Resorts & Spa is seeking a dynamic Director of Guest Experience to define the next chapter of ultra-luxury service in Bali. You will orchestrate seamless guest journeys, blending traditional Balinese hospitality with modern, data-driven personalization to create unforgettable, world-class memories.
We are looking for a leader who treats every guest interaction as a stage for excellence.
Responsibilities
- Lead and inspire the guest services team to deliver proactive, intuitive, and anticipatory service.
- Develop and implement innovative service standards that elevate our brand position in the luxury market.
- Analyze guest feedback trends to identify service gaps and implement continuous improvement strategies.
- Manage VIP guest relations and curate hyper-personalized arrival and in-stay experiences.
- Collaborate with department heads to ensure seamless cross-functional delivery of guest amenities.
- Oversee the resolution of high-level guest escalations with empathy, diplomacy, and brand-consistent professionalism.
- Mentor junior management on luxury hospitality best practices and emotional intelligence.
Qualifications
- Minimum 7+ years of experience in luxury hospitality management, preferably within 5-star resorts.
- Proven track record in driving high guest satisfaction scores (GSS) and TripAdvisor/OTA rankings.
- Exceptional verbal and written communication skills in English; proficiency in additional languages is a strong plus.
- Deep understanding of luxury service culture and the ability to maintain composure under pressure.
- Strong background in CRM software and data analytics to personalize the guest stay.
- Bachelor’s degree in Hospitality Management or a related field; MBA is preferred.
- Local Indonesian work authorization or international executive experience in Southeast Asia.