Job Description
Join our award-winning luxury beachfront resort in Bali as we redefine hospitality excellence. We seek a passionate Guest Experience Manager to curate unforgettable journeys for discerning travelers. Lead our dynamic team in delivering personalized services that blend Balinese warmth with world-class amenities. This pivotal role requires cultural fluency, operational excellence, and an unwavering commitment to creating magical moments.
Position includes competitive benefits, career development programs, and access to exclusive industry events. Relocation assistance provided for international candidates.
Responsibilities
- Design and execute guest experience strategies exceeding luxury brand standards
- Train and mentor 15+ staff members on cultural sensitivity and service protocols
- Coordinate VIP arrivals, bespoke activities, and personalized celebrations
- Analyze guest feedback to implement continuous improvement initiatives
- Collaborate with F&B and spa departments to create integrated packages
- Manage digital guest engagement across booking platforms and social channels
- Oversee loyalty program implementation and retention strategies
Qualifications
- 5+ years in luxury hospitality management with 2+ years in guest experience roles
- Fluency in English and Bahasa Indonesia; additional languages valued
- Proven expertise in CRM systems and data-driven service personalization
- Certification in hospitality management or related field
- Deep understanding of Balinese culture and tourism landscape
- Strong conflict resolution and crisis management capabilities
- Track record of increasing guest satisfaction scores by 20%+
- Valid Bali tourism operator license required