Job Description
Are you a visionary leader with a passion for creating world-class memories? Aura Luxury Resorts & Spa is seeking an exceptional Director of Guest Experience to redefine hospitality in the heart of Ubud. In this pivotal role, you will orchestrate seamless, high-touch journeys for our international clientele, ensuring that every interaction reflects the soul of Balinese elegance and modern luxury.
We are looking for a brand ambassador who understands that luxury is not just a service—it is an emotional connection. If you thrive in a fast-paced, sophisticated environment and possess a keen eye for detail, we invite you to elevate your career with us.
Responsibilities
- Develop and execute comprehensive guest satisfaction strategies to exceed luxury benchmarking standards.
- Lead and mentor the front-of-house, concierge, and guest relations teams to deliver intuitive, anticipatory service.
- Analyze guest feedback, NPS, and social sentiment data to drive operational improvements and service innovations.
- Oversee the design and implementation of personalized VIP guest programs and bespoke cultural experiences.
- Collaborate with department heads to ensure seamless communication and service delivery across all guest touchpoints.
- Manage high-level guest recovery protocols with grace, emotional intelligence, and professional discretion.
- Oversee the quality assurance audit process, ensuring all resort facilities maintain five-star aesthetic and service standards.
Qualifications
- Minimum of 7 years of leadership experience in ultra-luxury hospitality or 5-star resort environments.
- Proven track record of improving guest satisfaction scores in a high-volume, premium setting.
- Strong emotional intelligence with the ability to lead diverse, cross-cultural teams.
- Exceptional verbal and written communication skills; proficiency in English is mandatory.
- Deep understanding of luxury market trends, CRM tools, and hotel management systems (Opera, Cloudbeds, or similar).
- A proactive problem-solver with a 'guest-first' mindset and impeccable personal presentation.
- Degree in Hospitality Management, Business Administration, or a related field is highly preferred.