Job Description
Are you a hospitality visionary with a passion for creating transformative guest journeys? Aura Luxury Resorts & Spa is seeking a sophisticated and empathetic Director of Guest Experience to curate unparalleled memories at our flagship sanctuary in Ubud. You will be the architect of our service culture, ensuring every interaction reflects the soul of Balinese hospitality fused with world-class excellence.
You will lead a high-performing team of guest relations professionals, setting the gold standard for luxury boutique accommodations. We are looking for a leader who treats hospitality as an art form.
Responsibilities
- Develop and implement bespoke guest engagement strategies that elevate our NPS and TripAdvisor rankings.
- Oversee the Front Office, Concierge, and Guest Relations teams to ensure seamless service delivery.
- Act as the primary point of escalation for complex guest requirements, ensuring creative and timely resolutions.
- Analyze guest feedback trends to refine service standards and operational workflows.
- Collaborate with the F&B and Spa departments to create holistic, integrated guest experiences.
- Foster a culture of empowerment, mentorship, and professional growth among staff.
- Manage the department budget and resource allocation to optimize service quality and operational costs.
Qualifications
- Minimum of 5-7 years of leadership experience in a 5-star luxury resort or boutique hotel environment.
- Proven track record in luxury guest relations and high-touch service delivery.
- Exceptional verbal and written communication skills in English; proficiency in Bahasa Indonesia is a significant advantage.
- Strong emotional intelligence with the ability to anticipate guest needs intuitively.
- Advanced proficiency in Property Management Systems (PMS) such as Opera or Cloudbeds.
- Deep understanding of luxury travel market trends and global service standards.
- A proactive problem-solver with a 'guest-first' philosophy.