Job Description
Are you a visionary hospitality leader with a passion for crafting unforgettable journeys? Aura Luxury Resorts & Spa is seeking a Director of Guest Experience to redefine boutique luxury in the heart of Ubud. You will be the architect of our guests' emotional journey, ensuring every detail reflects our commitment to unparalleled service, cultural immersion, and serene sophistication.
We don't just offer stays; we curate transformative experiences. If you thrive in high-stakes, high-touch environments and possess an obsession with detail, we invite you to join our elite team.
Responsibilities
- Design and execute personalized guest journey maps from pre-arrival to post-departure.
- Lead and mentor a multi-cultural team of Guest Relations and Concierge staff to deliver intuitive, anticipatory service.
- Oversee the integration of wellness, culinary, and excursion departments to ensure a seamless brand narrative.
- Monitor guest feedback platforms and social sentiment to identify trends and implement service recovery strategies.
- Manage departmental budget, staffing levels, and performance KPIs to optimize profitability and satisfaction.
- Develop innovative loyalty programs and exclusive bespoke experiences that differentiate the resort in a competitive market.
- Conduct regular quality assurance audits to ensure compliance with global luxury standards.
Qualifications
- Minimum 7+ years of experience in luxury hospitality management, with at least 3 years in a senior leadership role.
- Proven track record of maintaining high Net Promoter Scores (NPS) and guest satisfaction ratings.
- Exceptional emotional intelligence and the ability to connect with a diverse, international ultra-high-net-worth clientele.
- Strong background in hotel operations, CRM software, and data-driven decision-making.
- Fluent in English; additional language proficiency is highly advantageous.
- A deep understanding of Balinese culture and the luxury wellness sector.
- Strong problem-solving skills with a proactive approach to operational challenges.