Job Description
Join Azure Hospitality Group's flagship beachfront resort in Bali as we redefine luxury hospitality. We seek a dynamic Guest Experience Manager to craft unforgettable journeys for our discerning international clientele. Lead our award-winning team in delivering personalized service that captures the essence of Balinese warmth and modern sophistication. This pivotal role combines strategic leadership with hands-on guest interaction in our tropical paradise.
Responsibilities
- Curate and execute exceptional guest experiences across all touchpoints, from arrival to departure
- Train and mentor 15+ hospitality staff in premium service standards and cultural sensitivity
- Develop innovative guest retention programs achieving 95%+ satisfaction scores
- Collaborate with F&B and events teams to create bespoke experiences (private dinners, cultural workshops)
- Analyze guest feedback to implement service improvements and operational enhancements
- Manage VIP guest relationships and coordinate special requests (celebrations, excursions)
- Oversee digital guest communication channels (WhatsApp, email) with <2hr response time
Qualifications
- 5+ years in luxury hospitality management with 2+ years in guest relations leadership
- Fluency in English and Bahasa Indonesia; proficiency in Mandarin or Japanese highly desirable
- Proven track record of increasing guest satisfaction scores and repeat business
- Expertise in CRM systems (Opera, Salesforce) and data-driven decision making
- Certification in hospitality management or equivalent industry training
- Deep understanding of Balinese culture and tourism landscape
- Crisis management experience with high-profile guest situations