Guest Experience Manager

Banyan Tree Ilha Caldeira; Kepulauan Riau; On-site; IDR 100.000.000 - 200.000.000; Full time

Job summary

A luxury hotel in Indonesia seeks an Experience Manager to create bespoke experiences, ensuring high standards of guest satisfaction. The ideal candidate will have 3-5 years of experience in guest contact, strong leadership, and organizational skills, alongside excellent English communication. Responsibilities include monitoring guest feedback and implementing training for brand excellence, aimed at maximizing satisfaction and enhancing revenue opportunities.

Qualifications

• 3-5 years of experience in guest contact.
• Proven track record in an organization of similar standards.
• Detailed knowledge of operations.

Responsibilities

• Create bespoke experiences that resonate with discerning travelers.
• Monitor performance and guest feedback to improve guest experience.
• Implement Signature Standards for brand consistency.

Skills

Excellent communication in English

Strong leadership skills

Organizational skills

Job description

Job Description

By upholding the highest standards of service and quality, the Experience Manager will create bespoke experiences that resonate with discerning travelers and reinforce the hotel’s reputation as a leader in luxury hospitality. Key objectives on the continuous improvement of Guest Experience and reputation of the hotel by monitoring performance and guest feedback. Making sure the providing of extraordinary, personalized service and WOW moments to the guest. Maximizing guest satisfaction and increasing revenue opportunities. Ensure the implementation and follow-up of Signature Standards, including related training, with the aim of ensuring Brand consistency and excellence, while supporting guest experience, satisfaction, and loyalty.

Requirements

• Minimal 3-5 year’s experience in guest contact
• Excellent communication in English both in verbal and written.
• Detailed knowledge of working practices of operations
• Strong leadership and organizational skills
• Proven track record in an organization of similar standards and in a similar capacity.