Guest Experience Architect

Taman Safari Indonesia; Provinsi Bali; On-site; IDR 200,880,000 - 334,800,000; Full time

Job summary

Taman Safari Indonesia is hiring a Guest Experience Manager to lead initiatives from concept to execution, collaborating with marketing, operations, and other teams to craft memorable guest journeys. You will analyze feedback and performance data to guide future innovations and scale successful concepts.

With 2–4 years in guest experience or hospitality and a passion for excellence, you will train frontline teams, manage multiple projects in a fast-paced environment, and relentlessly uphold

Qualifications

• Bachelor's degree in Hospitality Management, Tourism, Business Administration, or related field.
• 2-4+ years of guest experience or hospitality industry experience.
• Strong understanding of end-to-end guest journey in high-traffic environments.
• Proven experience in handling guest complaints and service recovery.
• Experience collaborating with operations, marketing, F&B, and guest relations.
• Experience developing and implementing service improvements or new guest initiatives.
• Strong analytical skills for guest feedback analysis, reporting, and data-driven decisions.
• Excellent leadership and interpersonal skills with frontline training experience.
• Ability to work in a dynamic, fast-paced environment and manage multiple projects.
• Strong attention to detail and commitment to high service quality.
• Passion for hospitality and creating memorable guest experiences.
• Willing to base in all Business Units and work weekends/holidays.

Responsibilities

• Develop and manage guest experience from concept to execution.
• Collaborate with cross-functional teams to design an experience aligned with brand goals.
• Collect and analyze guest feedback and data to evaluate impact.
• Identify trends and insights to guide future guest experience innovations.
• Report outcomes and make data-driven recommendations for scaling initiatives.
• Ensure experiences are integrated into operations without disrupting guest satisfaction.
• Train front-line teams to execute and adopt new concepts.
• Maintain high service quality and guest satisfaction across all test phases.
• Handle and resolve guest complaints promptly with empathy and efficiency.
• Work with guest relations, product, and digital teams to ensure consistency in the guest journey.
• Act as a change champion to foster innovation culture within guest-facing teams.

Skills

Guest experience

Service recovery

Cross-functional collaboration

Data analysis

Leadership

Front-line training

Attention to detail

Hospitality knowledge

Flexibility

Education

Bachelor's degree

Job description

Taman Safari Indonesia is hiring a Guest Experience Manager to lead initiatives from concept to execution, collaborating with marketing, operations, and other teams to craft memorable guest journeys. You will analyze feedback and performance data to guide future innovations and scale successful concepts.

With 2–4 years in guest experience or hospitality and a passion for excellence, you will train frontline teams, manage multiple projects in a fast-paced environment, and relentlessly uphold