Job Description
Join Bali's premier luxury beachfront resort and redefine hospitality excellence. Azure Sands is seeking an exceptional Guest Experience Manager to craft unforgettable journeys for our discerning international clientele. As the architect of our guest journey, you'll transform moments into lifelong memories while leading our award-winning service team.
Our newly renovated oceanfront property offers world-class amenities including infinity pools, private beach access, and signature dining venues. This role combines strategic leadership with hands-on guest engagement in one of the world's most sought-after destinations.
Responsibilities
- Design and execute personalized guest experiences exceeding 5-star luxury standards
- Lead and mentor a team of 15+ hospitality professionals through daily operations
- Resolve complex guest concerns with innovative solutions while maintaining brand integrity
- Collaborate with F&B and concierge teams to create seamless multi-venue experiences
- Analyze guest feedback to implement continuous service improvements
- Develop VIP packages and exclusive partnerships for high-profile clientele
- Oversee special events including destination weddings and corporate retreats
Qualifications
- Minimum 5 years in luxury hospitality with 2+ years in leadership roles
- Proven track record in guest satisfaction metrics (NPS 90+)
- Fluency in English and Bahasa Indonesia; additional languages highly valued
- Expert knowledge of Bali tourism landscape and cultural protocols
- Advanced certification in hospitality management (e.g., CHIA, AHLEI)
- Exceptional crisis management and problem-solving abilities
- Demonstrated experience with premium CRM systems (Opera, Oracle)
- Valid Bali tourism certification and work permit