Guest Relation Manager

Bali Jobs Recruitment by Claire Tomkins; Kuta; On-site; IDR 1,061,759,000 - 1,592,638,000; Full time

Job summary

Our client is a 5-star luxury boutique resort in Seminyak seeking an experienced Guest Relations Manager to lead the guest experience strategy and uphold high-touch service across the guest journey.

The role requires proven leadership in luxury hospitality, mastery of VIP protocols, and strong English communication. You will partner with Front Office, F&B, and Housekeeping to deliver authentic Balinese hospitality.

Qualifications

• Experience as a Guest Relations Manager or senior guest-experience leader in luxury hospitality.
• Degree in hospitality or related field preferred.
• Strong CSAT/VPS and guest-retention track record in luxury brands.
• Knowledge of VIP protocols, bespoke itineraries and concierge services.

Responsibilities

• Develop and execute the guest relations strategy to lift satisfaction and loyalty.
• Lead, train, and manage Guest Relations and Concierge teams with clear targets.
• Oversee VIP arrival/departure with personalized welcome experiences.
• Build relationships with guests, clients, and travel planners for memorable experiences.
• Collaborate with Front Office, F&B, Spa and Housekeeping to ensure seamless flow.
• Monitor guest feedback and refine standards; prepare reports and budgets.

Skills

Leadership

Guest experience

VIP protocols

Problem resolution

Budgeting

Team mentoring

Communication (English)

PMS systems (Opera)

Education

Bachelor's degree in Hospitality Management

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.