job description
Join Hey Rocket as an Assistant Manager - Guest Services and play a pivotal role in shaping unforgettable guest experiences in Baliās most vibrant hospitality destinations. This is your opportunity to lead a dynamic team, refine operational excellence, and deliver world-class service in a fast-paced, luxury-driven environment.
As the face of our guest services, youāll oversee daily operations, ensure seamless VIP experiences, and foster a culture of warmth, professionalism, and attention to detail. Whether itās resolving guest inquiries, coordinating with cross-functional teams, or implementing innovative service standards, your leadership will directly impact guest satisfaction and brand reputation.
Based in the heart of Baliāspanning Canggu, Ubud, Denpasar, Jimbaran, Nusa Dua, Kuta, or Badungāyouāll work in a collaborative, multicultural setting where creativity and guest-centric solutions are celebrated. If youāre passionate about hospitality, thrive under pressure, and have a knack for turning challenges into opportunities, weād love to hear from you.
Responsibility
- Lead and mentor the guest services team to deliver exceptional, personalized service in alignment with brand standards.
- Oversee daily front desk operations, including check-ins, check-outs, and guest requests, ensuring efficiency and accuracy.
- Develop and implement service protocols to enhance guest satisfaction, loyalty, and repeat business.
- Handle VIP guest arrangements, special requests, and escalations with discretion and professionalism.
- Collaborate with housekeeping, F&B, and maintenance teams to ensure seamless guest experiences.
- Monitor and analyze guest feedback, identifying trends and actionable improvements.
- Train and onboard new staff, fostering a culture of continuous learning and excellence.
- Assist in budgeting, forecasting, and resource allocation for the guest services department.
Qualifications
- Minimum 3 years of experience in guest services, front office, or hospitality management, with at least 1 year in a supervisory role.
- Proven track record of leading teams and improving service quality in a luxury or boutique hospitality setting.
- Excellent communication and interpersonal skills, with fluency in English (additional languages are a plus).
- Strong problem-solving abilities and a guest-first mindset, even in high-pressure situations.
- Proficiency in PMS (Property Management Systems) and Microsoft Office Suite.
- Flexibility to work rotating shifts, including weekends and holidays, as required by operational needs.
- Degree or diploma in Hospitality Management, Business Administration, or a related field is preferred.
- Passion for Baliās culture and tourism industry, with a commitment to sustainable and ethical hospitality practices.