Job Description
Are you a hospitality visionary with an eye for the extraordinary? Aura Luxury Resorts & Spa is seeking a sophisticated Director of Guest Experience to curate unparalleled memories for our global clientele in the heart of Ubud, Bali. You will be the architect of our guests' emotional journey, blending high-touch service with authentic Balinese charm to set a new standard in luxury tourism.
Responsibilities
- Develop and execute comprehensive guest experience strategies to exceed satisfaction benchmarks.
- Lead and mentor a diverse team of Guest Relations, Concierge, and Butler staff to provide world-class service.
- Analyze guest feedback trends to identify opportunities for operational excellence and service innovation.
- Oversee the seamless integration of personalized guest preferences into daily resort operations.
- Collaborate with the Food & Beverage and Spa departments to ensure cohesive brand storytelling.
- Manage escalated guest inquiries with diplomatic poise and creative problem-solving.
- Uphold the resort’s aesthetic and cultural standards throughout all guest-facing touchpoints.
Qualifications
- Minimum 7+ years of experience in luxury hospitality management, preferably at a 5-star resort or boutique hotel.
- Proven track record of high guest satisfaction scores (GSI) and TripAdvisor/OTA rankings.
- Exceptional emotional intelligence and cross-cultural communication skills.
- Fluency in English (additional languages are highly advantageous).
- Strong leadership capability with experience managing large, multi-cultural teams.
- Deep passion for sustainability, wellness, and authentic luxury experiences.
- Advanced knowledge of Hotel Management Systems (HMS) and CRM tools.