Guest Experience Coordinator

PT Marina Development Indonesia; Provinsi Bali; On-site; IDR 180,000,000 - 240,000,000; Full time

Job summary

PT Marina Development Indonesia seeks a Guest Experience Coordinator to drive end-to-end guest and vessel experiences at our Bali marina, from reservations and pre-arrival coordination to yacht services, check-out and post-stay follow-up.

You will coordinate with guests, yacht captains and agents, and internal teams to ensure requests are handled accurately, efficiently, and professionally in a luxury hospitality setting.

Qualifications

• Minimum 3 years of relevant luxury hospitality experience.
• Experience handling international guests in a professional setting.
• Fluency in English and Bahasa Indonesia, both written and spoken.
• Experience using PMS/CRM/ERP or reservation management systems.
• Excellent attention to detail and accuracy in reservations and data entry.
• Ability to coordinate across multiple departments and external stakeholders.

Responsibilities

• Manage berth reservations, check availability, confirm pricing, process bookings and maintain records.
• Respond to guest and yacht inquiries via WhatsApp, email, phone, and CRM.
• Coordinate pre-arrival arrangements and required documentation.
• Provide personalized guest experience and concierge support throughout stay.
• Coordinate with Dock Operations, Nautical Agency, Finance, F&B, Lounge, Security, Waste Management and others.
• Support check-out and billing preparation, including berthing nights and services.
• Prepare daily shift reports and contribute to weekly/monthly operational reporting.
• Maintain accurate documentation and handover between shifts.

Skills

Guest relations

Reservations

Front office

Multitasking

Organizational skills

Communication

Tools

PMS

CRM

ERP

Reservation systems

Job description

We are looking for a Guest Experience Coordinator to support the end-to-end guest and vessel experience at our marina, from reservation and pre-arrival coordination to yacht services, check-out, and post-stay follow-up.

You will be the key coordination point between guests, yacht captains and agents, and internal operational teams, ensuring requests are handled accurately, efficiently, and professionally.

This role is ideal for someone from a luxury hospitality, guest relations, reservations, or front office background who is highly organized, detail-oriented, and comfortable working across multiple departments.

Key Responsibilities

Manage berth reservations, including checking availability, confirming pricing, processing bookings, and maintaining accurate reservation records.

Respond to guest and yacht-related inquiries through WhatsApp, email, phone, and CRM.

Coordinate pre-arrival arrangements, including marina information, approach guidelines, check-in requirements, and required documentation.

Provide personalized guest experience and concierge support throughout the guest's stay.

Coordinate guest and vessel requirements with Dock Operations, Nautical Agency, Finance, F&B, Lounge, Security, Waste Management, and other relevant departments.

Support check-out and billing preparation, ensuring berthing nights, utilities, services, and additional charges are accurately captured.

Prepare daily shift reports and contribute to weekly and monthly operational reporting.

Maintain accurate documentation and ensure proper handover between shifts.

Requirements

Minimum 3 years of relevant experience in luxury hospitality, preferably in Front Office, Guest Relations, Reservations, or similar operational roles.

Experience handling international guests in a professional hospitality environment.

Professional fluency in English and Bahasa Indonesia, both spoken and written.

Experience using PMS, CRM, ERP, or reservation management systems.

Strong attention to detail and accuracy in reservations, documentation, and data entry.

Experience coordinating with multiple departments and external stakeholders.

Comfortable with billing verification, utilities, service charges, and other revenue-related items.

Good numerical, administrative, and reporting skills.

Strong organizational and follow-up skills.

Able to manage multiple requests and priorities in a fast-paced environment.

Comfortable working in a pre-opening or developing operational environment, where SOPs and processes may continue to evolve.

Strong communication, problem-solving, and escalation skills.

What We're Looking For

We are looking for someone who combines genuine hospitality with strong operational discipline.

You should be someone who:

Takes ownership of guest requests from start to completion.

Pays close attention to details and documentation.

Communicates clearly with both guests and internal teams.

Can stay organized while handling multiple requests simultaneously.

Understands that a great guest experience depends on seamless coordination behind the scenes.

Is comfortable working in a developing operation and helping establish new processes.

Why Join Us?

Join us as we build an international yacht marina and tourism destination in Bali.

As a Guest Experience Coordinator, you will have the opportunity to be part of the operation from an early stage and help shape how we deliver a seamless experience for yacht owners, captains, crew, and guests.

You’ll work across guest experience, marina operations, yacht services, commercial activities, and hospitality, giving you broad exposure to the development of a unique marina destination.