Luxury Guest Relations Manager: Curate Memorable Stays

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

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.