Job Description
Are you a visionary leader in the world of high-end hospitality? Aura Luxury Resorts & Spa in Ubud is seeking a charismatic Director of Guest Experience to curate unforgettable stays for our international clientele. In this pivotal role, you will be the heartbeat of our property, ensuring every interaction reflects our commitment to world-class service, serenity, and Balinese hospitality.
We are looking for someone who understands that true luxury is found in the details. You will lead our concierge, front office, and guest relations teams to exceed expectations and create lifelong memories for our guests.
Responsibilities
- Develop and execute comprehensive guest experience strategies to boost satisfaction and loyalty.
- Oversee daily operations of the front-of-house departments to ensure seamless arrivals and departures.
- Act as the primary point of escalation for complex guest concerns, providing elegant and swift resolutions.
- Analyze guest feedback trends to implement innovative service improvements across the resort.
- Collaborate with department heads to integrate personalized, hyper-local experiences for guests.
- Monitor and maintain rigorous quality assurance standards in alignment with 5-star resort benchmarks.
- Mentor and coach front-line staff on service excellence and the art of anticipating guest needs.
Qualifications
- Minimum 7+ years of experience in luxury hospitality management, specifically in boutique or 5-star resorts.
- Proven track record in driving high guest satisfaction scores (GSS) and TripAdvisor/Net Promoter ratings.
- Exceptional leadership skills with a background in managing diverse, high-performing teams.
- Fluency in English is mandatory; proficiency in additional languages is a distinct advantage.
- Deep understanding of luxury service rituals and the ability to train staff accordingly.
- Strong analytical skills with experience in property management systems (PMS) and CRM tools.
- Ability to thrive in a fast-paced, high-pressure environment while maintaining professional poise.