Job Description
Join Indonesia's premier luxury hospitality brand as we redefine guest excellence in Bali's most breathtaking coastal destination. Azure Horizons Resorts seeks a visionary Director of Guest Experience to craft unforgettable journeys for our discerning international clientele. Lead our award-winning team in delivering seamless personalized service while driving innovation in our beachfront sanctuary. This pivotal role combines strategic leadership with hands-on guest engagement, perfecting every touchpoint from arrival to departure.
We offer competitive benefits including health insurance, performance bonuses, and exclusive staff retreats to our Maldives and Seychelles properties. Be part of a team that transforms ordinary stays into extraordinary memories.
Responsibilities
- Design and execute innovative guest experience strategies across all resort touchpoints
- Lead a 150+ team including concierge, villa hosts, and event specialists
- Oversee VIP guest management and personalized itinerary development
- Analyze guest feedback to implement service improvements and operational enhancements
- Collaborate with marketing to develop exclusive packages and loyalty programs
- Manage departmental budgets while maintaining cost-efficiency without compromising quality
- Train staff in cultural sensitivity, emergency protocols, and luxury service standards
Qualifications
- 10+ years in luxury hospitality management with 5+ years at director level
- Proven track record of improving guest satisfaction scores (NPS >90)
- Fluency in English and Bahasa Indonesia; additional languages highly valued
- Expertise in revenue management and P&L optimization
- Certified in hospitality crisis management and sustainability practices
- Experience managing multicultural teams across multiple departments
- Strong digital marketing acumen for social media engagement
- Understanding of Balinese cultural heritage and tourism trends