Job Description
Join our award-winning beachfront resort in Bali and lead our commitment to creating extraordinary guest experiences. As Guest Experience Manager, you'll shape unforgettable moments for discerning international travelers while overseeing our legendary hospitality standards. This pivotal role combines operational excellence with creative guest engagement in Indonesia's premier tourism destination.
Responsibilities
- Design and implement personalized guest journey strategies for premium accommodations and villas
- Lead a team of 15+ hospitality professionals in daily operations and service excellence
- Develop innovative guest retention programs achieving 95%+ satisfaction scores
- Coordinate with F&B, Spa, and Adventure departments to create seamless multi-touchpoint experiences
- Analyze guest feedback data to drive service improvements and operational enhancements
- Train staff in cultural sensitivity and luxury service protocols for diverse international clientele
- Manage VIP guest experiences including celebrity and corporate clientele
Qualifications
- 5+ years in luxury hospitality with 2+ years in guest experience leadership
- Proven track record in achieving guest satisfaction metrics (NPS > 85)
- Fluency in English and Bahasa Indonesia; additional languages highly valued
- Expertise in Opera PMS and CRM systems for guest profiling
- Deep understanding of Balinese culture and tourism ecosystem
- Certification in hospitality management or equivalent experience
- Exceptional problem-solving skills with crisis management experience