Job Description
Join our award-winning luxury resort in Bali as we redefine tropical hospitality excellence. Azure Hospitality Group seeks a passionate Guest Experience Manager to orchestrate unforgettable stays for discerning travelers in Indonesia's premier destination. You'll lead our front-of-house operations, curate personalized guest journeys, and drive service innovation in a beachfront paradise setting.
This role offers the unique opportunity to shape our brand's reputation while developing your leadership skills in one of Southeast Asia's most vibrant tourism markets. Our commitment to sustainability and cultural authenticity creates a distinctive work environment where your expertise directly impacts guest satisfaction and business growth.
Responsibilities
- Oversee all front-of-house operations including check-in/out, concierge services, and VIP guest handling
- Develop and implement personalized guest experience protocols exceeding industry standards
- Train and mentor front desk team on cultural sensitivity and service excellence
- Resolve complex guest inquiries and service recovery situations with discretion
- Collaborate with F&B and housekeeping departments for seamless service delivery
- Analyze guest feedback to identify improvement opportunities and implement solutions
- Manage digital guest communication channels and review platform engagement
Qualifications
- Bachelor's degree in Hospitality/Tourism Management or equivalent certification
- Minimum 5 years luxury hotel experience with 2+ years in leadership roles
- Fluency in English and Bahasa Indonesia; additional languages highly valued
- Proven expertise in CRM systems and guest data analytics
- Exceptional problem-solving and conflict resolution abilities
- Deep knowledge of Balinese culture and tourism landscape
- Strong vendor management experience for excursion partnerships