Job Description
Join Indonesia's premier beachfront sanctuary where paradise meets impeccable service. The Oceanview Resort & Spa seeks an exceptional Guest Experience Manager to curate unforgettable moments for discerning travelers. Lead our award-winning team in delivering personalized luxury hospitality while driving guest satisfaction scores to new heights. This role offers the opportunity to shape the future of premium travel experiences in one of Southeast Asia's most sought-after destinations.
Responsibilities
- Oversee all guest touchpoints from arrival to departure, ensuring seamless service delivery
- Train and mentor 20+ hospitality staff on luxury service standards and cultural sensitivity
- Develop innovative guest engagement programs and personalized experiences
- Analyze guest feedback and implement continuous improvement initiatives
- Collaborate with F&B and activities departments to create integrated guest journeys
- Manage VIP guest profiles and anticipate needs for high-profile clientele
- Drive revenue through upselling premium experiences and room upgrades
Qualifications
- 5+ years in luxury hospitality with 3+ years in guest experience leadership
- Proven track record of achieving 95%+ guest satisfaction scores
- Fluency in English and Bahasa Indonesia; additional languages highly valued
- Certification in hospitality management or equivalent experience
- Expertise in CRM systems and guest preference tracking
- Strong problem-solving skills with crisis management experience
- Deep knowledge of Bali tourism landscape and cultural nuances
- Ability to work flexible hours including weekends and holidays