Job Description
Join Bali's premier luxury resort as a Guest Experience Manager and craft unforgettable journeys for discerning travelers. At Azure Resorts, we blend Balinese hospitality with world-class service excellence. You'll lead our guest relations team to anticipate needs, resolve challenges elegantly, and create personalized experiences that earn 5-star reviews. This role requires a passion for cultural immersion and an eye for detail that turns ordinary stays into extraordinary memories.
Responsibilities
- Oversee all guest interactions from arrival to departure, ensuring seamless service delivery
- Train and mentor 15+ staff in cultural sensitivity, conflict resolution, and anticipatory service
- Analyze guest feedback to implement service improvements and operational enhancements
- Coordinate with F&B, spa, and concierge departments to create bespoke guest experiences
- Manage VIP guest accounts and develop loyalty retention strategies
- Handle escalated guest concerns with discretion and professionalism
- Conduct daily briefings to align team on guest preferences and operational priorities
Qualifications
- Minimum 5 years in luxury hospitality management with 2+ years in guest relations leadership
- Fluency in English and Bahasa Indonesia; proficiency in Mandarin or Japanese is highly valued
- Proven track record in achieving guest satisfaction scores above 95%
- Certification in hospitality management or equivalent industry experience
- Deep knowledge of Balinese culture, attractions, and local customs
- Expertise in CRM systems (Opera, Oracle) and data-driven service optimization
- Exceptional problem-solving abilities with a solutions-oriented mindset