Job Description
Join Indonesia's premier luxury resort chain as we redefine hospitality excellence in Bali. Azure Hospitality Group is seeking a passionate Guest Experience Manager to curate unforgettable journeys for our discerning international clientele. Located in the heart of Kuta's vibrant coastline, our award-winning resort blends Balinese culture with world-class amenities. This role offers the opportunity to lead a dynamic team while implementing innovative guest satisfaction strategies that align with our brand's commitment to personalized luxury.
We offer competitive compensation, comprehensive benefits, and professional development opportunities within a globally recognized hospitality group. Relocation assistance provided for qualified candidates.
Responsibilities
- Develop and execute personalized guest experience programs exceeding luxury hospitality standards
- Lead and mentor a team of 15+ guest relations specialists through performance coaching and skill development
- Analyze guest feedback data to implement service improvements and operational enhancements
- Coordinate VIP experiences including private dining arrangements, cultural excursions, and wellness retreats
- Collaborate with marketing and sales teams to create compelling destination packages
- Manage guest complaint resolution with a focus on service recovery and relationship building
- Monitor competitor offerings and industry trends to maintain service innovation
Qualifications
- Minimum 5 years in luxury hospitality management with 2+ years in guest relations leadership
- Proven track record of achieving guest satisfaction scores above 95%
- Fluency in English and Bahasa Indonesia; additional languages highly valued
- Advanced certification in hospitality management or tourism administration
- Expertise in CRM systems and guest experience analytics platforms
- Strong knowledge of Balinese culture, attractions, and local tourism ecosystem
- Exceptional problem-solving abilities with crisis management experience
- Valid Bali tourism industry certification (Bali Tourism Authority preferred)