Job Description
Join our award-winning luxury resort in Bali's vibrant coastal heart, where world-class hospitality meets natural paradise. Azure Hospitality Group is seeking a dynamic Guest Experience Manager to craft unforgettable journeys for our discerning international clientele. Lead our frontline team in delivering seamless service while embodying our brand's commitment to Balinese cultural authenticity and personalized excellence. This role offers the opportunity to shape the future of luxury hospitality in Indonesia's premier tourist destination.
Responsibilities
- Oversee daily operations of front desk, concierge, and guest services teams
- Develop and implement guest satisfaction strategies with measurable KPIs
- Handle VIP arrivals, special requests, and conflict resolution with discretion
- Coordinate with F&B and housekeeping departments for personalized experiences
- Train staff in cultural sensitivity, language skills, and service excellence
- Analyze guest feedback to identify service improvement opportunities
- Collaborate with marketing on guest retention programs
Qualifications
- 5+ years in luxury hospitality management with 2+ years in guest relations leadership
- Proven track record in exceeding guest satisfaction metrics
- Fluency in English and Bahasa Indonesia; additional languages highly valued
- Deep knowledge of Balinese culture, tourism landscape, and local attractions
- Certification in hospitality management or tourism studies preferred
- Expertise in Opera PMS and CRM systems
- Strong problem-solving skills with ability to maintain composure under pressure