Guest Experience Manager — Reservations & Channel Support

PT LOVE STORY GLOBAL

Kecamatan Ubud

On-site

IDR 78,120,000 - 133,920,000

Full time

14 days+

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Job summary

PT LOVE STORY GLOBAL in Ubud, Bali is seeking an experienced hospitality professional to manage guest communications and reservations across Airbnb, Booking.com, WhatsApp and other channels, coordinating with onsite staff to ensure fast, professional service.

The ideal candidate has at least five years in hospitality, excellent written and spoken English, strong customer service and calm handling of escalations, with the ability to work independently and stay organized under pressure.

Qualifications

Minimum 5 years of hospitality experience.
Excellent written and spoken English.
Strong customer service and communication skills.
Able to handle difficult guests and escalations calmly and professionally.
Fast, organized and detail-oriented.
Experience with Airbnb and Booking.com preferred.
Able to work independently and take responsibility.
Management-level hospitality experience is a plus.

Responsibilities

Respond quickly and professionally to Airbnb, Booking.com, WhatsApp and other guest messages.
Handle reservations and reservation entry accurately.
Assist guests before, during and after their stay.
Resolve guest complaints and escalations professionally.
Coordinate with onsite staff to handle guest requests.
Follow up on issues until they are fully resolved.
Maintain a consistently high standard of customer service.