Job Description
Are you a visionary leader with a passion for ultra-luxury hospitality? Aura Luxury Resorts & Spa in the heart of Ubud is seeking a Director of Guest Experience to curate unforgettable stays for our global clientele. You will be the architect of our guests' emotional journey, ensuring every detail reflects our commitment to excellence and cultural immersion.
Responsibilities
- Develop and execute comprehensive guest experience strategies to exceed luxury service standards.
- Oversee the Front Office, Concierge, and Guest Relations teams to ensure seamless service delivery.
- Analyze guest feedback trends to implement proactive improvements in service and operations.
- Coordinate with the Food & Beverage and Spa departments to create bespoke guest itineraries.
- Manage the guest recognition program and VIP arrivals to ensure personalized experiences.
- Train and mentor staff on luxury service etiquette and emotional intelligence.
- Resolve complex guest issues with diplomacy, professionalism, and creative problem-solving.
Qualifications
- Minimum of 7 years of leadership experience in a 5-star luxury resort or boutique hotel environment.
- Strong background in guest relations management within the high-end travel sector.
- Exceptional verbal and written communication skills in English; proficiency in additional languages is a plus.
- Proven track record of managing multi-cultural teams in a fast-paced environment.
- In-depth understanding of luxury travel trends and the Indonesian hospitality market.
- Ability to remain calm under pressure and make sound decisions in critical situations.
- A hospitality-focused mindset with a deep commitment to cultural sensitivity and guest empathy.