Guest & Experience Leader

PT. Marina Development Indonesia; Denpasar; On-site; IDR 167,400,000 - 279,000,000; Full time

Job summary

PT. Marina Development Indonesia in Bali is seeking an experienced Reservations & Guest Services Supervisor to manage berth bookings, verify availability and pricing, and keep the reservation system accurate.

You will respond to guest inquiries via WhatsApp, email, phone, or CRM; assist with pre-arrival instructions, check-in documentation, and on-stay concierge requests. Cross‑department coordination with Dock Operations, Nautical Agency, F&B, Security, and Finance ensures compliant, smooth

Qualifications

• Minimum 5–10 years of experience in reservations or front office operations.
• Experience in marina/hospitality or yacht club is preferred.
• Strong knowledge of berth management and revenue administration.
• Fluent in English; additional languages are a plus.

Responsibilities

• Manage berth reservations: process booking requests, check availability, confirm pricing, and update the system accurately.
• Respond to guest inquiries via WhatsApp, email, phone, or CRM in line with the First Contact SOP.
• Send pre-arrival instructions, marina map, approach guidelines, and required check-in documentation.
• Assist with marina service bookings and provide personalized guest support throughout the stay.
• Support Finance by preparing billing items and ensuring all services are captured prior to check-out.
• Coordinate daily with Dock Operations, Nautical Agency, F&B, Lounge, Security, and Waste Management to meet guest needs.

Skills

Strong communication skills

Fluent English

Leadership ability

Organizational skills

Attention to detail

Tools

Reservation systems

PMS

Marina management software

Job description

• Manage Berth Reservations: Process all berth booking requests, check availability, confirm pricing, and update the reservation system accurately.
• Guest Communication: Respond to inquiries via WhatsApp, email, phone, or CRM in line with the First Contact SOP.
• Pre-Arrival & Check-out Assistance: Send pre-arrival instructions, marina map, approach guidelines, and required check-in documentation.
• Guest Experience & Concierge Requests: Assist with marina service bookings and provide personalized guest support throughout the stay.

• Fuel
• Electricity & water
• Technical support
• Waste management
• Provisions
• Concierges

Ensure service requests are scheduled, approved, documented, and communicated clearly to Operations, Finance, and relevant internal departments.

• Check-Out & Billing Assistance: Support Finance by preparing billing items (berthing nights, utilities, services, add-ons) and ensure all services are captured accurately prior to check-out.
• Internal Coordination with Departments:
  • Daily coordination with Dock Operations for vessel movement schedules
  • Work with Nautical Agency for permits, clearances, and provisioning orders
  • Coordinate guest needs with F&B, Lounge, Security, and Waste Management where applicable
  • Visitors registration
• Collect and verify all mandatory vessel, crew, and passenger documents from captains or agents.
• Ensure compliance with marina and government regulations.
• Liaise with yacht / nautical agencies for QICP (Quarantine, Immigration.
• Customs, Port) clearance and approvals.
• Report discrepancies or changes to Security, Dock Operations, and relevant teams.
• Maintain data privacy and organize all documents in the marina's digital filing system for audit readiness.
• RISK Escalation: Escalate guest complaints, special requests, operational constraints, or risks to the Supervisor or Manager within the same shift.

Reporting

• Daily Shift Report: Prepare a daily log covering arrivals, departures, pending documents, guest issues, and notes for next-shift handover.
• Weekly & Monthly Summary: Submit summaries covering reservation statistics, occupancy trends, guest feedback, operational challenges, and improvement points.
• Minimum 5-10 years of experience in reservations, revenue, front office operations, marina operations, yacht club, marine hospitality, hotel hospitality, or related industries.
• Strong experience managing reservations, guest accounts, billing, payments, and operational administration.
• Strong knowledge of berth management, marina pricing structures, contracts, invoicing processes, and revenue administration.
• Experience with reservation systems, PMS, marina management software, or similar operational systems is highly preferred.
• Experience working in an audited environment with strong compliance, documentation, reporting, and internal control standards.
• Proven leadership experience with the ability to organize workflows, manage priorities, monitor deadlines, and drive team accountability.
• Fluent in English, both written and spoken; additional languages are an advantage.
• Strong analytical, organizational, administrative, and reporting skills with high attention to detail.
• Able to work independently, manage multiple stakeholders, and lead a team effectively.
• Willing to be placed in Bali.