Job Description
Join Bali's premier luxury beachfront resort and become the heart of our guest experience! The Azure Resort & Spa is seeking an exceptional Guest Experience Manager to craft unforgettable moments for our international clientele. Lead our dynamic front-of-house team in delivering world-class hospitality while driving operational excellence in our award-winning property overlooking Seminyak's golden shores.
This role offers unparalleled career growth in Indonesia's most vibrant tourism market, with competitive benefits including accommodation, meals, and professional development opportunities. If you're passionate about creating magical hospitality moments and thrive in a fast-paced luxury environment, we invite you to elevate your career with us.
Responsibilities
- Lead and mentor a team of 15+ front-of-house staff to deliver exceptional guest experiences
- Oversee check-in/check-out operations, VIP guest coordination, and complaint resolution
- Develop and implement personalized guest recognition programs and loyalty initiatives
- Collaborate with F&B and Activities departments to create integrated guest journeys
- Analyze guest feedback and operational metrics to drive continuous improvement
- Train staff on cultural sensitivity and international service standards
- Manage room allocation and inventory optimization using Opera PMS
- Coordinate with concierge team for exclusive local experience bookings
Qualifications
- 5+ years in luxury hospitality management with 2+ years in guest relations leadership
- Proven track record of exceeding guest satisfaction metrics (NPS >90)
- Fluency in English and Bahasa Indonesia; proficiency in additional languages valued
- Expertise in Opera PMS, CRM systems, and revenue management principles
- Certification in hospitality management or equivalent industry training
- Deep knowledge of Bali's tourism landscape and local culture
- Strong crisis management and conflict resolution skills
- Ability to work flexible hours including nights, weekends, and holidays