Experience Manager

Tiara Hana; Tegallalang; On-site; IDR 250,000,000 - 400,000,000; Full time

Job summary

Tiara Hana's Khastana Hadi Resort Ubud, a sister brand, seeks an Experience Manager to guide the guest journey with premium, international-luxury standards. You will craft memorable experiences and drive revenue through curated offerings, working across Sales, Reservations, Concierge, and Brand teams.

You will lead and develop the Guest Experience and Concierge team, train on experience storytelling and upselling, and ensure service excellence with strong commercial results.

Qualifications

• Bachelor's degree in hospitality or related field.
• 4–6 years in luxury hospitality or related areas.
• 2 years of leadership or supervisory experience.
• Local Bali based, preferably Ubud area.
• Experience selling guest experiences and upselling.

Responsibilities

• Proactively engage with guests to understand preferences and desired experiences.
• Deliver VIP handling and personalised service that creates memorable stays.
• Drive ancillary revenue by promoting and selling curated experiences and services.
• Develop experience packages, personalised itineraries, and value-added offerings.
• Prepare costing, pricing recommendations, and commercial proposals.
• Identify and establish partnerships with premium local vendors and brands.
• Collaborate with operational teams to confirm service readiness and safety.
• Lead and develop the Guest Experience and Concierge team.
• Train team in storytelling, consultative selling, and luxury etiquette.
• Review performance using guest feedback and sales data for improvements.

Skills

Experiential selling

Leadership

Vendor partnerships

Consultative selling

Communication skills

Project coordination

English fluency

Education

Bachelor's degree in Hospitality Management, Tourism, Business Administration, Event Management, or related field

Job description

About the Role

Khastana Hadi Resort Ubud, a sister brand of Tiara Hana, is seeking a commercially driven and highly service-oriented Experience Manager to lead the end-to-end guest journey while developing distinctive, premium experiences that reflect our international luxury hospitality positioning.

We are looking for a creative, outgoing, and commercially minded hospitality professional who understands how to transform guest preferences into curated experiences, memorable moments, and incremental revenue opportunities.

You will work closely with Sales, Reservations, Concierge, Resort Operations, and Brand teams to design, promote, sell, and execute personalised experiences both within the resort and through carefully selected external partners, you will ensure every offering meets our brand standards while delivering strong guest satisfaction and commercial value.

The ideal candidate comes with a proven ability to combine exceptional service delivery, relationship building, operational coordination, and experience-based selling.

Key Responsibilities

• Proactively engage with guests to understand their preferences, interests, expectations, occasions, and desired experiences.
• Deliver exceptional VIP handling, personalised attention, and thoughtful service that creates memorable and differentiated stays.
• Drive ancillary revenue by actively promoting, recommending, and selling curated experiences, activities, and personalised services to guests.
• Develop attractive experience packages, personalised itineraries, and value-added offerings that encourage guest engagement and increase spending per stay.
• Prepare basic costing, pricing recommendations, margin calculations, and commercial proposals for new and existing experiences.
• Identify, evaluate, and establish partnerships with premium local vendors, experience providers, and lifestyle brands to expand the resort's experience portfolio.
• Assess potential partners based on service quality, reliability, safety, guest suitability, brand alignment, pricing, and commercial viability.
• Continuously research local trends, emerging experiences, and unique offerings that differentiate the resort from competitors.
• Collaborate with operational teams to confirm service readiness, resource availability, safety requirements, and execution standards.
• Lead, coach, and develop the Guest Experience and Concierge team to deliver personalised, proactive, and commercially effective service.
• Train team members in experience storytelling, consultative selling, upselling techniques, product knowledge, costing awareness, and luxury service etiquette.
• Review performance regularly and implement targeted improvements based on guest feedback, sales data, and team observations.

Qualifications & Requirements

• Bachelor's degree in Hospitality Management, Tourism, Business Administration, Event Management, or a related field.
• Minimum 4–6 years of relevant experience in luxury hospitality, boutique resorts, villa management, guest experience, concierge services, experiential sales, or premium event management.
• At least 2 years of leadership or supervisory experience, preferably managing guest-facing teams or coordinating multiple operational functions.
• We are looking for local candidates currently based in Bali, preferably in the Ubud area. Candidates who are willing and able to relocate to Bali will also be considered.
• Proven experience in selling, recommending, or upselling guest experiences, activities, excursions, events, or personalised hospitality services.
• Experience developing vendor partnerships, negotiating commercial terms, and sourcing external experiences or lifestyle offerings.
• Basic commercial and financial understanding, including costing, pricing, revenue, commissions, and profit margins.
• Strong interpersonal and consultative selling skills, with the ability to engage guests confidently, uncover their preferences, and recommend suitable experiences.
• Excellent communication and presentation skills, with a polished, professional, and personable approach appropriate for an international luxury hospitality environment.
• Strong organisational, problem-solving, and project coordination skills, with the ability to manage multiple guest requests and experience arrangements simultaneously.
• Fluent in English, both spoken and written; additional languages are an advantage.