Job Description
Join Bali's premier luxury resort as our Guest Relations Manager and shape unforgettable experiences for discerning travelers from around the globe. The Oceanview Resort & Spa seeks a dynamic hospitality professional to lead our guest experience team in delivering exceptional service at our beachfront paradise. This senior management role combines strategic leadership with hands-on guest engagement in one of the world's most sought-after destinations.
We offer competitive compensation, comprehensive benefits, and opportunities for professional growth in a supportive environment. Our resort features 150 ocean-view suites, three signature restaurants, and award-winning spa facilities. Candidates must thrive in fast-paced luxury settings and demonstrate passion for Balinese hospitality culture.
Responsibilities
- Lead and mentor a team of 10+ guest relations associates to maintain 95%+ guest satisfaction scores
- Develop and implement guest experience strategies to drive repeat business and positive reviews
- Handle VIP guest inquiries, special requests, and complaint resolution with discretion
- Collaborate with sales, housekeeping, and F&B teams to ensure seamless guest journeys
- Analyze guest feedback data to identify service improvement opportunities
- Train staff on cultural sensitivity and local tourism insights
- Oversee check-in/check-out processes and room assignment optimization
- Manage loyalty program engagement and personalized guest recognition initiatives
Qualifications
- Minimum 5 years in luxury hospitality with 2+ years in guest relations leadership
- Proven track record of achieving guest satisfaction KPIs and revenue targets
- Fluency in English and Bahasa Indonesia; additional languages highly valued
- Certification in hospitality management or related field preferred
- Deep knowledge of Bali tourism landscape and cultural protocols
- Advanced proficiency in property management systems (Opera, etc.)
- Exceptional problem-solving skills with crisis management experience
- Valid Bali tourism work permit and clean background check