Luxury Guest Experience Director

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 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.