Guest Experience Manager (GEM)

PT Premi Residen Manajemen; Provinsi Bali; On-site; IDR 240,000,000 - 420,000,000; Full time

Job summary

PT Premi Residen Manajemen is seeking a Guest Experience Manager (GEM) with 4–5 years of experience in luxury hospitality, villa management, boutique hotels, or upscale resorts in Bali. This hands-on leader will oversee multiple departments, ensure exceptional guest experiences, and uphold our brand standards.

Responsibilities include supervising Housekeeping, F&B, Engineering, Gym, and Security; resolving guest issues; conducting villa inspections; and managing operations, costs, and

Qualifications

• 4–5 years of experience in luxury hospitality, villa management, boutique hotels, or upscale resorts.
• Proven managerial and leadership experience in hospitality operations.
• Strong experience in Guest Experience, Guest Relations, Butler Services, or Front Office Management.
• Excellent English communication and interpersonal skills.

Responsibilities

• Supervise and coordinate multiple departments, including Housekeeping, F&B, Engineering, Gym, and Security
• Manage guest expectations, resolve complaints, and deliver personalized hospitality experiences
• Conduct villa inspections and ensure readiness, cleanliness, maintenance, amenities, and overall guest comfort before arrivals
• Perform operational planning, problem-solving, reporting, and administrative tasks
• Manage financial coordination, cost control, inventory, and billing procedures
• Work rotating 12-hour day and night shifts, including weekends and public holidays

Skills

Guest Experience

Guest Relations

Butler Services

Front Office Management

Excellent English

Tools

PMS

CRM

OTA platforms

Job description

We are seeking a highly experienced and capable Guest Experience Manager (GEM) with a minimum of 4-5 years of experience in luxury hospitality, villa management, boutique hotels, or upscale resorts. We are looking for a hands-on manager who can lead teams, maintain operational excellence, and ensure exceptional guest experiences while upholding the brand standards and service philosophy of ESCAPE Concept.

Key responsibilities

Supervise and coordinate multiple departments, including Housekeeping, F&B, Engineering, Gym, and Security

Manage guest expectations, resolve complaints, and deliver personalized hospitality experiences

Conduct villa inspections and ensure readiness, cleanliness, maintenance, amenities, and overall guest comfort before arrivals

Perform operational planning, problem-solving, reporting, and administrative tasks

Manage financial coordination, cost control, inventory, and billing procedures

Work rotating 12-hour day and night shifts, including weekends and public holidays

About you

Minimum of 4-5 years of experience in luxury hospitality, villa management, boutique hotels, or upscale resorts

Proven managerial and leadership experience in hospitality operations

Strong experience in Guest Experience, Guest Relations, Butler Services, or Front Office Management

Excellent English communication and interpersonal skills

Strong knowledge of villa operations, reservations, PMS, CRM, OTA platforms, and concierge services

Strong operational planning, problem-solving, reporting, and administrative skills

High standards of professionalism, integrity, discretion, and accountability

Ability to work independently, make decisions, and manage operational challenges effectively