Luxury Guest Relations Director

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

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.