Guest Experience Manager | AYANA Komodo

AYANA Hospitality; Komodo; On-site; IDR 663.239.000 - 994.860.000; Full time

Job summary

A luxury hospitality company in Indonesia seeks a Guest Experience Manager responsible for orchestrating personalized services for VIP and repeat guests. The role demands strong leadership in a fast-paced environment along with excellent communication skills. Ideal candidates have at least 2 years of relevant experience and familiarity with hotel management systems. This is a fantastic opportunity to enhance guest satisfaction and loyalty through high-touch service.

Qualifications

• Minimum 2 years of leadership experience in Guest Experience or Front Office roles at a 5-star hotel or resort.
• Excellent spoken and written English; additional languages are a plus.
• Strong leadership and problem-solving skills; ability to perform well under pressure.

Responsibilities

• Lead the Guest Experience team to provide exceptional, personalized service tailored to VIP guests.
• Coordinate with departments to fulfill guest preferences before their stay.
• Manage guest complaints and special requests; serve as Manager on Duty when required.

Skills

Leadership

Problem-solving

Communication

Organizational skills

Attention to detail

Tools

Hotel management systems (OPERA)

Job description

The Guest Experience Manager is responsible for orchestrating personalized and seamless guest experiences across the property, especially for VIPs, repeat guests, and those celebrating special occasions. This role ensures all departments are aligned with guest preferences before arrival, fosters a culture of genuine hospitality, and leads the Guest Experience team to deliver service excellence. The ultimate goal is to create loyal and satisfied guests through memorable, high-touch, and personalized service.

Key Responsibilities:

• Lead the Guest Experience team to provide exceptional, personalized service tailored to VIP and repeat guests.
• Coordinate with all departments to ensure guest preferences and special requests are known and fulfilled before and during their stay.
• Manage guest complaints, special requests, and serve as Manager on Duty when required.
• Oversee training, mentoring, and performance evaluation of the Guest Experience team to uphold high service standards.
• Implement and maintain guest recognition programs, including personalized welcome letters and memorable arrivals and departures.

1. 2 years of leadership experience in Guest Experience or Front Office roles at a 5-star hotel or resort.
2. Excellent communication skills in English, both spoken and written; additional languages are a plus.
3. Strong leadership, problem-solving skills, and ability to perform well under pressure.
4. Experience with hotel management systems (OPERA preferred) and strong organizational abilities.
5. Professional appearance, guest-focused attitude, and meticulous attention to detail.