Job Description
Join our award-winning luxury resort in Bali as we redefine tropical hospitality excellence. As Guest Experience Manager, you'll craft unforgettable journeys for discerning travelers through personalized service, cultural immersion, and seamless operations. Lead our dedicated team to anticipate guest needs while maintaining our reputation as Indonesia's premier destination.
We offer competitive benefits including accommodation, health insurance, career development programs, and exclusive travel opportunities. If you're passionate about creating magical moments in paradise, we want you on our team.
Responsibilities
- Oversee all guest-facing operations across front desk, concierge, and VIP services
- Develop and implement personalized guest experience strategies exceeding luxury standards
- Train and mentor staff in cultural sensitivity, problem resolution, and anticipatory service
- Coordinate with F&B, housekeeping, and activities departments for seamless guest journeys
- Manage guest feedback systems and implement continuous improvement initiatives
- Collaborate with marketing team on guest loyalty programs and special events
- Ensure compliance with safety protocols and sustainability practices
Qualifications
- Bachelor's degree in Hospitality/Tourism Management or equivalent experience
- Minimum 5 years in luxury hospitality with 2+ years in supervisory roles
- Fluency in English and Bahasa Indonesia; additional languages preferred
- Proven expertise in guest relationship management and conflict resolution
- Strong knowledge of Balinese culture and tourism landscape
- Advanced proficiency in PMS systems (Opera, etc.) and CRM tools
- Certification in hospitality management or guest experience design