Job Description
Are you a visionary leader with a passion for world-class hospitality? Aura Luxury Resorts & Spa is seeking a Director of Guest Experience to redefine luxury in the heart of Ubud. You will be responsible for orchestrating seamless, bespoke journeys for our elite clientele, ensuring every touchpoint exceeds international 5-star standards.
This role demands a sophisticated blend of emotional intelligence, operational excellence, and a deep understanding of the ultra-luxury market. If you thrive in creating 'magic' moments, we want to meet you.
Responsibilities
- Develop and execute comprehensive guest experience strategies to drive loyalty and positive feedback.
- Lead and mentor a diverse team of Guest Relations Managers and Butler staff.
- Analyze guest sentiment data to proactively identify trends and implement service enhancements.
- Oversee daily VIP arrivals, ensuring highly personalized stay experiences.
- Collaborate with F&B and Spa leadership to integrate wellness into the guest journey.
- Manage service recovery protocols with autonomy and a 'guest-first' philosophy.
- Maintain brand integrity through consistent delivery of luxury service standards.
Qualifications
- Minimum of 7 years of management experience in luxury hospitality or boutique resorts.
- Bachelor's degree in Hospitality Management or a related field.
- Fluency in English is mandatory; proficiency in additional languages is a significant asset.
- Proven track record of improving guest satisfaction scores (GSS) and TripAdvisor rankings.
- Strong financial acumen, including budget management and P&L oversight.
- Exceptional leadership skills with an ability to inspire a culturally diverse team.
- A deep passion for Balinese culture and sustainable tourism practices.