Guest Experience Lead - Luxury Resort in Bali

Join Ideals Recruitment as a Guest Experience Lead in the heart of Bali, where luxury meets unparalleled hospitality. This is your opportunity to shape exceptional guest journeys in one of the world’s most sought-after destinations. As the face of our resort, you will be the first point of contact for our guests, ensuring their stay is nothing short of extraordinary. Using advanced tools like CMS and CRM systems, you will manage guest data, track preferences, and create personalized experiences that exceed expectations.

At our luxury resort, we pride ourselves on our rich history of delivering world-class service. With over 15 years in the hospitality industry, we have cultivated a reputation for excellence. Here, you will work closely with our team of experts to design and implement innovative solutions that enhance guest satisfaction. Whether you're handling special requests, coordinating with our team of concierges, or ensuring our guests feel at home, your role is pivotal in creating memories that last a lifetime.

We are looking for a dynamic and passionate individual with a proven track record in guest experience management. In this role, you will be responsible for overseeing the entire guest journey, from check-in to check-out, ensuring seamless and memorable experiences. With a focus on continuous improvement, you will leverage data analytics to identify trends and implement strategies that elevate our resort’s reputation.

📋 Tanggung Jawab Pekerjaan

Key Responsibilities:

• Manage guest data using CMS and CRM systems to ensure personalized and efficient service.
• Coordinate with the concierge team to handle special requests and ensure guest satisfaction.
• Oversee check-in and check-out processes to guarantee a seamless guest experience.
• Conduct regular guest feedback sessions to gather insights and improve service offerings.
• Analyze guest data to identify trends and implement strategies for enhanced guest satisfaction.
• Collaborate with the front office team to ensure all guest needs are met promptly.
• Train and mentor staff to uphold our resort’s high standards of service.
• Ensure compliance with all resort policies and procedures to maintain a safe and secure environment.

🎓 Kualifikasi & Syarat

Kualifikasi & Syarat:

• Bachelor’s degree in Hospitality Management, Tourism, or a related field.
• Minimum of 5 years of experience in guest experience management, preferably in a luxury resort setting.
• Proven ability to manage guest data using CMS and CRM systems.
• Excellent communication and interpersonal skills to handle guest interactions professionally.
• Strong organizational skills to manage multiple tasks and deadlines effectively.
• Knowledge of local regulations and best practices in the hospitality industry.
• Certification in guest experience management or a related field is a plus.
• Fluent in English, with additional language skills in local languages such as Indonesian or Balinese a significant advantage.

🛠️ Keahlian

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