Job Description
Join our award-winning luxury resort in Bali's premier coastal destination as we seek a passionate Guest Experience Manager to elevate our hospitality excellence. This senior leadership role will drive unforgettable guest journeys through personalized service, team empowerment, and innovative operational strategies. Reporting directly to the General Manager, you'll lead a dynamic team while shaping the future of luxury hospitality in Indonesia's most iconic tourism market.
Responsibilities
- Oversee all guest touchpoints from arrival to departure, ensuring seamless service delivery
- Develop and implement personalized guest experience programs exceeding 5-star standards
- Lead, mentor, and train 15+ front-of-house team members in service excellence
- Analyze guest feedback and operational data to drive continuous improvement
- Collaborate with F&B, Housekeeping, and Concierge departments for integrated experiences
- Manage VIP guest requests and special event coordination
- Optimize reservation systems and occupancy strategies
Qualifications
- 5+ years in luxury hospitality management with 3+ years in guest experience leadership
- Proven track record in team development and service culture implementation
- Fluency in English and Bahasa Indonesia; additional languages highly valued
- Expertise in Opera PMS and guest relationship management systems
- Strong analytical skills with experience in revenue optimization
- Certification in hospitality management (e.g., CHA, AHLEI) preferred
- Deep understanding of Bali tourism market dynamics
- Exceptional problem-solving and conflict resolution abilities