Job Description
Are you a visionary leader with a passion for world-class hospitality? Azure Horizon, Bali’s premier luxury retreat, is seeking a Director of Guest Experience to redefine the standards of tropical indulgence. In this role, you will lead our concierge and front-of-house teams to deliver bespoke, intuitive, and unforgettable journeys for our international clientele.
You will be the architect of our guest journey, blending Balinese cultural authenticity with ultra-luxury service standards. If you thrive in high-stakes, high-touch environments and believe that true luxury lies in the details, we want to meet you.
Responsibilities
- Design and implement end-to-end guest journey touchpoints that exceed Forbes Five-Star standards.
- Lead, mentor, and inspire a diverse team of department heads to maintain operational excellence.
- Act as the primary point of escalation for complex guest relations, ensuring seamless resolution and brand loyalty.
- Analyze guest feedback data and sentiment scores to drive continuous improvement strategies.
- Collaborate with the Executive Chef and Spa Director to curate exclusive, personalized guest packages.
- Manage departmental P&L, ensuring labor costs and guest amenity budgets are optimized.
- Foster a culture of 'anticipatory service' through ongoing staff training and development workshops.
Qualifications
- Bachelor’s degree in Hospitality Management or a related field.
- Minimum 7+ years of leadership experience in a luxury resort or high-end hotel environment.
- Proven track record of maintaining high Net Promoter Scores (NPS) and guest satisfaction ratings.
- Exceptional emotional intelligence and cross-cultural communication skills.
- Proficiency in modern Property Management Systems (PMS) and CRM platforms.
- Ability to thrive in a fast-paced, high-pressure environment while maintaining a composed and professional demeanor.
- Fluency in English is mandatory; proficiency in Bahasa Indonesia or another international language is highly preferred.