Job Description
Join our award-winning luxury resort in Bali as we redefine hospitality excellence. Azure Hospitality Group seeks an innovative Guest Experience Manager to lead our front-of-house operations and create unforgettable moments for discerning international travelers. You'll oversee a dynamic team while implementing cutting-edge guest personalization strategies in our tropical paradise setting.
Responsibilities
- Develop and execute immersive guest journey experiences from arrival to departure
- Train and mentor 15+ guest relations staff in luxury service standards
- Analyze guest feedback to implement data-driven service improvements
- Collaborate with F&B and spa departments to create seamless guest experiences
- Manage VIP guest requests and exclusive experiences (private dinners, cultural tours)
- Oversee digital guest communication channels (WhatsApp, email, app)
- Monitor key performance metrics (NPS, satisfaction scores)
Qualifications
- 5+ years in luxury hospitality management with 2+ years in Bali
- Fluency in English and Bahasa Indonesia; proficiency in Mandarin/Japanese preferred
- Proven experience with Opera PMS and CRM systems
- Certification in luxury service training (e.g., Les Clefs d'Or)
- Demonstrated crisis management and conflict resolution skills
- Knowledge of Balinese culture and tourism ecosystem
- Strong analytical abilities with experience in guest data interpretation