Guest Experience Manager

Banyan Tree Ilha Caldeira; Kepulauan Riau; On-site; IDR 200,000,000 - 400,000,000; Full time

Job summary

Banyan Tree Ilha Caldeira in Indonesia seeks an experienced Experience Manager to craft bespoke guest experiences that align with our luxury hospitality standard. You will lead initiatives to monitor guest feedback, drive WOW moments, and reinforce the hotel's reputation as a leader in service excellence.

You will implement Signature Standards, train teams across departments, and seek opportunities to maximize guest satisfaction and revenue while preserving Brand consistency and exceptional

Qualifications

• 3–5 years experience in guest contact or guest-facing roles.
• Excellent communication in English, both spoken and written.
• Detailed knowledge of operating practices in hospitality.
• Strong leadership and organizational skills.
• Proven track record in high-standard hospitality environments.

Responsibilities

• Lead continuous improvement of guest experience and monitor feedback.
• Create WOW moments and ensure extraordinary, personalized service.
• Maximize guest satisfaction and revenue opportunities.
• Implement and follow up on Signature Standards with related training.
• Ensure brand consistency and excellence across the hotel.

Skills

Guest experience

English fluency

Leadership

Organizational skills

Customer service

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.

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.