Job Description
Join Bali's premier luxury resort group as we revolutionize hospitality in Indonesia's tropical paradise. We seek a visionary Guest Experience Director to craft unforgettable journeys for discerning travelers. Lead a team of hospitality innovators in curating bespoke experiences that blend Balinese culture with world-class service. Your expertise will elevate our properties to new heights of excellence while driving guest satisfaction and operational excellence.
Responsibilities
- Develop and implement innovative guest experience strategies across multiple luxury properties
- Train and mentor staff in premium service standards and cultural immersion techniques
- Analyze guest feedback to identify improvement opportunities and implement solutions
- Coordinate with F&B, spa, and activities teams to create seamless guest journeys
- Oversee VIP guest experiences including personalized itineraries and exclusive access
- Drive revenue through upselling premium experiences and loyalty programs
- Ensure compliance with international hospitality standards and local regulations
Qualifications
- Minimum 8 years in luxury hospitality management with 3+ years in director-level roles
- Proven track record in developing award-winning guest experience programs
- Fluency in English and Bahasa Indonesia; additional languages highly valued
- Certification in hospitality management (CHIA, AHLEI, or equivalent)
- Deep knowledge of Balinese culture, tourism trends, and luxury market
- Advanced data analysis skills for guest experience optimization
- Strong budget management and P&L responsibility experience
- Crisis management expertise with ability to handle high-pressure situations