Job Description
Are you a visionary hospitality leader passionate about crafting unforgettable memories? Aura Luxury Resorts & Spa is seeking a sophisticated and detail-oriented Director of Guest Experience to join our flagship property in the heart of Ubud. In this pivotal role, you will be the architect of our guest journey, blending Balinese hospitality with world-class luxury standards to exceed the expectations of our global clientele.
Responsibilities
- Develop and execute comprehensive guest experience strategies to increase satisfaction scores.
- Lead and mentor the front office, concierge, and guest relations teams to deliver bespoke service.
- Manage VIP arrivals, high-profile events, and personalized guest itineraries.
- Analyze guest feedback trends to identify and implement operational service improvements.
- Oversee departmental budget, resource allocation, and quality control audits.
- Collaborate with the F&B and Spa management to ensure holistic brand alignment.
Qualifications
- Minimum 5 years of experience in luxury hotel management or high-end concierge services.
- Proven ability to manage cross-functional teams in a fast-paced environment.
- Exceptional verbal and written communication skills in English; additional languages are a plus.
- Deep understanding of luxury hospitality standards and local Balinese cultural nuances.
- Strong emotional intelligence and a proactive, problem-solving mindset.
- Bachelor’s degree in Hospitality Management or related field.