Job Description
Join Bali's premier luxury resort as we redefine tropical hospitality. Azure Hospitality Group seeks a visionary Guest Experience Director to craft unforgettable journeys for discerning travelers. Lead our team in delivering seamless, personalized service across our beachfront sanctuary.
About Azure Hospitality: A collection of award-winning eco-luxury resorts committed to sustainability and cultural immersion. Our Bali property features 120 ocean-view suites, two signature restaurants, and a world-renowned spa.
What You'll Achieve: You'll architect the guest journey from arrival to departure, creating signature experiences that earn 5-star reviews and drive repeat visits. Partner with our culinary and wellness teams to develop exclusive packages that showcase Bali's rich heritage.
Responsibilities
- Design and implement guest experience strategies exceeding luxury hospitality standards
- Lead and mentor a team of 15+ hospitality professionals including concierge and guest relations staff
- Analyze guest feedback data to drive service improvements and innovation
- Collaborate with marketing to develop exclusive destination experiences and packages
- Oversee VIP guest operations and coordinate celebrity/influencer accommodations
- Ensure compliance with safety protocols and sustainability initiatives
- Manage department budget and optimize operational costs
Qualifications
- 10+ years in luxury hospitality with 5+ years in guest experience leadership
- Proven track record of improving guest satisfaction scores (NPS 90+)
- Fluency in English and Bahasa Indonesia; multilingual candidates preferred
- Certification in hospitality management (e.g., CHIA, AHLEI)
- Deep knowledge of Bali tourism landscape and cultural protocols
- Experience with PMS systems (Opera) and guest analytics tools
- Crisis management certification and experience handling high-profile incidents