Luxury Guest Experience Team Lead

Sofitel; Batukandik; On-site; IDR 223,200,000 - 312,480,000; Full time

Job summary

Sofitel Bali Nusa Dua Beach Resort in Bali invites a Guest Experience Team Leader to guide the team in delivering personalized, anticipatory service that embodies the Art de Vivre. This role focuses on creating memorable moments and a seamless guest journey with a strong emphasis on Cousu Main Service.

You will collaborate with Front Office, Concierge and F&B to ensure a connected guest experience, coach daily briefings, manage guest profiles, and respond to feedback with empathy and

Qualifications

• Minimum 2–3 years in Guest Relations or Front Office in a luxury hotel.
• Excellent communication and problem-solving skills with genuine guest care.
• Fluent in English; other languages are a plus.

Responsibilities

• Welcoming guests and leading the team to deliver a seamless check-in experience.
• Be a trusted contact for guest inquiries and special requests.
• Champion Cousu Main Service to ensure personalized care for every guest.
• Collaborate with Front Office, Concierge, Butler, F&B and other departments for a smooth guest journey.
• Address guest feedback with empathy, patience, and professionalism.
• Maintain accurate guest profiles, preferences and records.
• Bring guest events and bespoke experiences to life with creativity.
• Promote the ALL loyalty program and hotel services.
• Lead daily briefings and coach the team with encouragement.
• Support the Guest Experience Manager as a role model.

Skills

Guest care

Problem solving

Communication

Time management

Tools

Opera PMS

Microsoft Office

Job description

Sofitel Bali Nusa Dua Beach Resort in Bali invites a Guest Experience Team Leader to guide the team in delivering personalized, anticipatory service that embodies the Art de Vivre. This role focuses on creating memorable moments and a seamless guest journey with a strong emphasis on Cousu Main Service.

You will collaborate with Front Office, Concierge and F&B to ensure a connected guest experience, coach daily briefings, manage guest profiles, and respond to feedback with empathy and