Guest Relation Manager

Bali Jobs Recruitment by Claire Tomkins; Kuta; On-site; IDR 900,000,000 - 1,300,000,000; Full time

Job summary

Bali Jobs Recruitment by Claire Tomkins is assisting a five-star luxury boutique resort in Seminyak that seeks an experienced Guest Relations Manager to lead the guest experience strategy and ensure seamless service across the stay.

The role requires a proven track record in luxury hospitality, strong leadership, and expertise in VIP services, with a passion for authentic Balinese hospitality and exceptional guest satisfaction metrics.

Qualifications

• Proven experience in guest relations leadership within 5-star hotels or luxury resorts.
• Bachelor's degree in Hospitality Management or related field.
• Track record of high CSAT/VPS scores and guest retention.
• Knowledge of luxury guest expectations, VIP protocols, and concierge services.
• Strong front-office collaboration and budgeting awareness.

Responsibilities

• Develop and execute the guest relations strategy to boost satisfaction and loyalty.
• Lead and coach Guest Relations and Concierge teams to high service standards.
• Oversee VIP arrivals/departures with personalized welcome experiences.
• Build relationships with in-house guests, clients, and travel planners.
• Conduct daily lobby hosting to engage guests and gather real-time feedback.
• Coordinate with Front Office, Reservations, F&B, Spa, and Housekeeping to ensure service flow.
• Monitor guest feedback from surveys and online reviews to identify improvements.
• Prepare departmental reports, satisfaction analyses, and budget forecasts.
• Represent the property at events to enhance brand warmth.
• Ensure initiatives align with luxury Balinese hospitality.

Skills

Leadership

Team management

Guest relations

Budgeting

Customer experience

Excellent communication

Education

Bachelor's degree in Hospitality Management or related field

Tools

Opera PMS

Job description

Our client is an independent 5-star luxury boutique resort located in the heart of Seminyak. They are seeking an experienced Guest Relations Manager to lead the resort's guest experience strategy, maintain high-touch personalized service standards, and ensure seamless guest satisfaction throughout the guest journey.

Requirements:

• Proven experience as a Guest Relations Manager or in a senior guest experience leadership role within a 5-star luxury hotel, luxury boutique resort, or high-end hospitality brand.
• Bachelor's degree in Hospitality Management, Business Administration, Communications, or a related field is preferred.
• Solid track record of achieving high guest satisfaction scores (CSAT/VPS) and guest retention KPIs within internationally recognized luxury brands.
• Extensive knowledge of luxury guest expectations, VIP protocols, bespoke itinerary planning, and personalized concierge services.
• Well-established understanding of Seminyak's luxury lifestyle market, high-net-worth travelers, and international source markets.
• Demonstrated success in elevated problem resolution, service recovery, and fostering long-term guest loyalty.
• Strong operational acumen with experience in departmental budgeting, guest feedback analytics, and VIP amenity management.
• Excellent leadership and team management skills, with the ability to mentor, train, and develop high-performing guest service professionals.
• Outstanding interpersonal, presentation, and relationship-building skills.
• Strong understanding of front-of-house operations, PMS systems (Opera/PMS), and close collaboration with Front Office, F&B, and Housekeeping teams.
• Excellent communication skills in English, both written and verbal. Fluency in additional foreign languages is a strong advantage.

Key Responsibilities:

• Develop and execute the resort's guest relations strategy to elevate overall guest satisfaction and repeat guest loyalty.
• Lead, train, and manage the Guest Relations and Concierge teams, ensuring high service standards through coaching and clear performance targets.
• Oversee VIP arrival and departure procedures, ensuring personalized welcome experiences, customized amenities, and dedicated contact throughout their stay.
• Build and maintain strong relationships with in-house guests, key clients, and travel planners to deliver memorable lifestyle experiences.
• Conduct daily walk-throughs and lobby hosting to engage with guests, anticipate needs, and gather real-time feedback.
• Work closely with Front Office, Reservations, F&B, Spa, and Housekeeping teams to ensure seamless service flow and pull-through of guest preferences.
• Monitor guest feedback across internal surveys and online reputation platforms (TripAdvisor, Google Reviews) to identify improvement areas and refine operational standards.
• Prepare departmental reports, guest satisfaction analysis, and budget forecasts while ensuring achievement of established KPIs.
• Represent the property during resort networking events, cocktail receptions, and management greetings to enhance brand warmth.
• Ensure all guest relations initiatives align with the property's luxury positioning and contribute to delivering exceptional, authentic Balinese hospitality.