Job Description
Join Bali's premier luxury resort as a Guest Experience Manager and craft unforgettable moments for discerning travelers. We seek a passionate hospitality professional to elevate our world-class service standards in Indonesia's most sought-after destination. Lead our exceptional team in delivering personalized guest experiences that embody Balinese warmth and modern luxury.
Our resort features 150 ocean-view suites, three signature restaurants, and an award-winning spa overlooking the Indian Ocean. This role offers the opportunity to shape our guest journey while working in a vibrant tropical paradise with career advancement opportunities.
Responsibilities
- Oversee all guest interaction points from arrival to departure, ensuring seamless experiences
- Train and mentor 15+ guest relations staff on service excellence protocols
- Develop and implement personalized guest preference programs for returning visitors
- Resolve complex guest inquiries with creative solutions exceeding expectations
- Collaborate with F&B and recreation teams to coordinate bespoke experiences
- Analyze guest feedback to identify service improvement opportunities
- Coordinate VIP arrivals and special occasion celebrations
Qualifications
- Minimum 5 years in luxury hospitality management with 2+ years in guest relations
- Proven track record in exceeding guest satisfaction metrics (NPS scores above 90)
- Fluency in English and Bahasa Indonesia; proficiency in additional languages valued
- Certification in Hotel Management or Tourism preferred
- Expertise in Opera PMS and CRM systems
- Deep knowledge of Bali's tourism landscape and cultural sensitivities
- Ability to work flexible schedules including weekends and holidays
- Strong crisis management and conflict resolution skills