Job Description
Join our award-winning team at Oceanview Hospitality Group and elevate the guest experience at Bali's premier luxury beachfront resort. We seek a passionate Guest Experience Manager to curate unforgettable moments for discerning international travelers. This role combines strategic leadership with hands-on hospitality excellence in one of the world's most sought-after destinations.
Responsibilities
- Develop and implement personalized guest engagement programs exceeding 5-star service standards
- Lead cross-departmental teams to resolve complex guest inquiries with 24-hour responsiveness
- Analyze guest satisfaction metrics to drive service improvements and operational efficiency
- Coordinate VIP experiences including private dining, cultural excursions, and wellness activities
- Maintain comprehensive CRM records for guest preference tracking and repeat visitation
- Collaborate with marketing team to curate destination-specific experiences and packages
- Train staff on cultural sensitivity and advanced hospitality protocols
Qualifications
- Bachelor's degree in Hospitality Management or equivalent certification
- 5+ years luxury hospitality experience with 2+ years in leadership roles
- Fluency in English and Bahasa Indonesia; additional languages highly valued
- Advanced proficiency in Opera PMS and CRM systems
- Certified in crisis management and conflict resolution techniques
- Deep knowledge of Balinese culture, attractions, and sustainable tourism practices
- Proven track record in exceeding guest satisfaction scores (>95%)
- Valid Bali Tourism Certification and First Aid/CPR certification