Guest Relations Manager - Amandari

PT Villa Ayu; Indonesia; On-site; IDR 279,000,000 - 502,200,000; Full time

Job summary

Aman Group invites a Guest Relations Manager to lead guest experiences at Amandari in Ubud, Bali. You will supervise guest relations operations, orchestrate personalized services, and collaborate with Front Office, Housekeeping, and F&B to exceed guest expectations.

Ideal candidates have 2–3 years in luxury hospitality, excellent English, and a warm, discreet, service-driven approach to hospitality in a dynamic luxury resort setting.

Qualifications

• Diploma or Bachelor's degree in Hospitality Management, Tourism, Hotel Management, or a related field.
• Minimum 2–3 years of experience in Guest Relations, Front Office, or a similar guest-facing management position, preferably within a luxury hotel or resort.
• Previous supervisory or managerial experience in a luxury hospitality environment is highly preferred.
• Good proficiency in English, both written and spoken.

Responsibilities

• Welcome and engage with guests in a warm, professional, and personalized manner throughout their stay.
• Anticipate guest needs and preferences and proactively arrange personalized services and experiences.
• Ensure smooth guest experiences from arrival through departure, including special occasions, VIP stays, and repeat guests.
• Maintain strong knowledge of hotel facilities, services, room categories, dining options, spa treatments, activities, and local attractions.
• Provide accurate and personalized information about hotel services and experiences available at Amandari and in the surrounding Ubud area.
• Handle guest requests, inquiries, feedback, and complaints promptly, professionally, and discreetly.
• Resolve guest concerns effectively while maintaining a high level of service and protecting the hotel's reputation.
• Follow up with guests after resolving requests or concerns to ensure complete satisfaction.
• Maintain detailed records of guest preferences, requests, feedback, and service recovery actions.
• Communicate guest preferences and special requirements clearly to all relevant departments.
• Coordinate closely with Front Office, Housekeeping, Food & Beverage, Spa, Engineering, and other departments to ensure seamless service.
• Monitor guest satisfaction and identify opportunities to enhance the overall guest experience.
• Conduct regular guest interactions and gather feedback regarding their stay and experiences.
• Assist with VIP arrivals, departures, special celebrations, honeymooners, repeat guests, and other personalized arrangements.
• Ensure guest amenities, welcome arrangements, and special requests are prepared according to established standards.
• Support the Front Office team during busy periods and assist with operational requirements when necessary.
• Maintain accurate guest profiles and ensure all relevant information is updated in the hotel's system.
• Handle guest feedback and coordinate appropriate service recovery in consultation with the relevant department or management.
• Prepare and communicate daily guest information, VIP lists, special requests, and operational updates to the relevant teams.
• Monitor guest-related issues and ensure timely follow-up until resolution.
• Coach and guide Guest Relations and Front Office team members in delivering personalized and consistent guest service.
• Lead by example and maintain a professional, positive, and service-oriented attitude at all times.
• Ensure compliance with hotel policies, procedures, safety requirements, and Amandari service standards.
• Maintain confidentiality regarding guest information and personal preferences.
• Represent the image and values of Amandari through professional appearance, communication, and conduct.

Skills

Guest relations

Front Office

Hospitality management

People leadership

English proficiency

Education

Bachelor's degree in Hospitality Management

Tools

PMS (Property Management System)

CRM systems

Job description

Location Overview

Join our team in Amandari. Presided over by a sacred stone tiger, Amandari was designed after a traditional Balinese village on the verdant lip of the Ayung River Gorge. Free-standing guest suites are reached via winding pathways, while the curving swimming pool mimics the rice paddies below. Close to the artistic centre of Ubud, this place of peace invites both reflection and the exploration of Bali’s cultural heart.

Role

As a Guest Relations Manager at Amandari, Kedewatan, Ubud, your mission is to ensure an exceptional, personalized, and memorable experience for every guest throughout their stay. You will oversee guest relations operations, anticipate guest needs, manage requests and concerns, and ensure that every interaction reflects Amandari's standards of luxury, warmth, discretion, and genuine Balinese hospitality. You will work closely with all hotel departments to ensure seamless communication and service delivery, while building strong relationships with guests and creating meaningful experiences that exceed expectations.

Responsibilities

• Welcome and engage with guests in a warm, professional, and personalized manner throughout their stay.
• Anticipate guest needs and preferences and proactively arrange personalized services and experiences.
• Ensure smooth guest experiences from arrival through departure, including special occasions, VIP stays, and repeat guests.
• Maintain strong knowledge of hotel facilities, services, room categories, dining options, spa treatments, activities, and local attractions.
• Provide accurate and personalized information about hotel services and experiences available at Amandari and in the surrounding Ubud area.
• Handle guest requests, inquiries, feedback, and complaints promptly, professionally, and discreetly.
• Resolve guest concerns effectively while maintaining a high level of service and protecting the hotel's reputation.
• Follow up with guests after resolving requests or concerns to ensure complete satisfaction.
• Maintain detailed records of guest preferences, requests, feedback, and service recovery actions.
• Communicate guest preferences and special requirements clearly to all relevant departments.
• Coordinate closely with Front Office, Housekeeping, Food & Beverage, Spa, Engineering, and other departments to ensure seamless service.
• Monitor guest satisfaction and identify opportunities to enhance the overall guest experience.
• Conduct regular guest interactions and gather feedback regarding their stay and experiences.
• Assist with VIP arrivals, departures, special celebrations, honeymooners, repeat guests, and other personalized arrangements.
• Ensure guest amenities, welcome arrangements, and special requests are prepared according to established standards.
• Support the Front Office team during busy periods and assist with operational requirements when necessary.
• Maintain accurate guest profiles and ensure all relevant information is updated in the hotel's system.
• Handle guest feedback and coordinate appropriate service recovery in consultation with the relevant department or management.
• Prepare and communicate daily guest information, VIP lists, special requests, and operational updates to the relevant teams.
• Monitor guest-related issues and ensure timely follow-up until resolution.
• Coach and guide Guest Relations and Front Office team members in delivering personalized and consistent guest service.
• Lead by example and maintain a professional, positive, and service-oriented attitude at all times.
• Ensure compliance with hotel policies, procedures, safety requirements, and Amandari service standards.
• Maintain confidentiality regarding guest information and personal preferences.
• Represent the image and values of Amandari through professional appearance, communication, and conduct.

Requirements

• Diploma or Bachelor's degree in Hospitality Management, Tourism, Hotel Management, or a related field.
• Minimum 2–3 years of experience in Guest Relations, Front Office, or a similar guest-facing management position, preferably within a luxury hotel or resort.
• Previous supervisory or managerial experience in a luxury hospitality environment is highly preferred.
• Good proficiency in English, both written and spoken.
• Excellent interpersonal, communication, and guest-relations skills.
• Strong ability to build genuine relationships with guests and colleagues.
• Excellent problem-solving and service-recovery abilities.
• Strong knowledge of luxury hospitality standards and personalized guest service.
• Professional, warm, discreet, confident, and approachable personality.
• Highly attentive to detail with excellent organizational and follow-up skills.
• Ability to anticipate guest needs and respond proactively to requests.
• Flexible and adaptable, with the ability to remain calm and professional under pressure.
• Strong leadership skills with the ability to motivate, coach, and support the Guest Relations and Front Office teams.
• Good computer skills and familiarity with hotel systems and guest profile management.
• Passionate about creating memorable guest experiences and delivering genuine, personalized hospitality.
• Ability to work effectively across departments in a fast-paced luxury hospitality environment.

Since its inception in 1988, Aman Group has strategically evolved, transitioning from a collection of intimate resorts into a pioneering force across the realms of hospitality, residences and experiences including Aman Essentials and Aman Interiors. We invite you to join us in our pursuit of unparalleled service. We believe that the environments and experiences we create can only be brought to life through our people: the heartfelt attention to detail, the welcoming smiles, and the love and passion for creating a sense of belonging. When you join Aman Group, you join a family.