Guest Experience Manager

PT. Paradigm Divitae Nusantara; Provinsi Bali; On-site; IDR 100,440,000 - 200,880,000; Full time

Job summary

The Mesa Bali in Badung, Bali, seeks an experienced Guest Experience Manager or Assistant Guest Experience Manager to lead the Front Office & Guest Services team in a full-time role.

You will shape the guest journey, drive service excellence, and maintain high standards of satisfaction while coordinating with F&B, Bar, Security, and Operations. Experience in hospitality and nightlife is preferred, with a passion for creating memorable experiences.

Qualifications

• Proven ability to lead and mentor guest service teams.
• Strong experience in managing guest relations and VIP arrangements.
• Excellent communication in English; additional languages are a plus.
• Solid understanding of front-of-house operations and guest flows.
• Ability to handle multiple priorities in a fast-paced hospitality setting.

Responsibilities

• Oversee guest-facing operations to ensure a seamless, exceptional guest experience across the venue.
• Lead, mentor, and supervise the Guest Relations/Front-of-House team to high standards.
• Develop and implement guest experience strategies to deliver memorable service.
• Handle guest requests, inquiries and complaints with professional, timely resolutions.
• Monitor guest feedback and online reviews to identify service improvements.
• Coordinate with F&B, Bar, Security, and Operations for smooth service.

Skills

Leadership

Guest relations

VIP guest handling

English communication

Front-of-house operations

Multitasking

Job description

About the role

The Mesa Bali is seeking an experienced Guest Experience Manager or Assistant Guest Experience Manager to join our dynamic Front Office & Guest Services team in Badung, Bali. This is a full-time position that plays a crucial role in shaping the guest journey and ensuring exceptional service delivery across all touchpoints. You will be instrumental in establishing and maintaining the highest standards of guest satisfaction whilst driving operational excellence within our front office operations. This role offers the perfect opportunity to showcase your passion for hospitality and make a meaningful impact on our guests' experiences.

Key responsibilities

• Oversee and manage guest-facing operations to ensure a seamless and exceptional guest experience throughout the venue.
• Lead, mentor, and supervise the Guest Relations / Front-of-House team, ensuring high standards of service and professionalism.
• Develop and implement guest experience strategies to deliver exceptional service and create memorable experiences for guests.
• Handle guest requests, inquiries, and complaints professionally and efficiently, ensuring appropriate and timely resolutions.
• Monitor guest feedback and reviews across relevant platforms and identify opportunities to improve service quality and guest satisfaction.
• Coordinate with other departments, including F&B, Bar, Security, and Operations, to ensure smooth and seamless service throughout the venue.
• Maintain accurate records of guest information, preferences, VIP guests, reservations, and other relevant guest-related information.
• Train, coach, and develop team members on guest service standards, communication, company policies, and operational procedures.
• Monitor and coordinate table reservations, guest lists, VIP arrangements, and venue capacity to support smooth operations and maximise guest satisfaction.
• Ensure compliance with company standards, health and safety requirements, security procedures, and operational policies throughout the venue.
• Act as a key point of contact for guests and ensure a welcoming, professional, and engaging atmosphere throughout their visit.

What we're looking for

• 3–5 years of experience in hospitality, nightlife, F&B, entertainment, or other guest-facing environments.
• Proven experience in delivering exceptional guest service and managing guest relations, including VIP guests.
• Strong leadership skills with the ability to motivate, coach, and develop team members.
• Excellent communication skills in English additional languages are an advantage.
• Strong understanding of guest relations, reservations, VIP arrangements, and front-of-house operations.
• Excellent organisational and time-management skills, with the ability to manage multiple priorities in a fast-paced environment.
• Strong problem-solving skills with a flexible and adaptable approach to changing situations.
• Passion for hospitality and nightlife, with genuine enthusiasm for creating memorable guest experiences.
• Knowledge of Bali's tourism market, local culture, and international guest expectations is preferred.
• Previous experience in a nightclub, beach club, restaurant, luxury venue, or entertainment environment is an advantage.
• A relevant qualification or certification in hospitality, guest relations, or a related field is desirable.