job description
Join Resorts World Sentosa as our Guest Experience Lead (Front Office) at The Laurus, a premier luxury hospitality destination in Bali. This is an exceptional opportunity to lead a dynamic Front Office team in delivering world-class guest experiences in one of Southeast Asia’s most vibrant tourism hubs. Located in the heart of Badung, Bali—minutes from Canggu, Ubud, and Nusa Dua—you’ll play a pivotal role in shaping the first and lasting impressions of our guests while driving operational excellence.
As the Guest Experience Lead, you will oversee daily front desk operations, ensuring seamless check-ins, personalized guest interactions, and efficient resolution of inquiries or concerns. Your leadership will inspire a culture of hospitality excellence, where every team member is empowered to anticipate guest needs and exceed expectations. This role is perfect for a passionate hospitality professional with a knack for team development, process optimization, and creating memorable guest journeys.
Bali’s booming tourism industry offers a unique blend of cultural richness and modern luxury, making it an ideal setting for career growth in hospitality. At Resorts World Sentosa, we prioritize innovation, sustainability, and guest-centric service, providing you with the tools and support to thrive in a fast-paced, rewarding environment. If you’re ready to elevate your career in a role that combines leadership, guest engagement, and operational strategy, we’d love to hear from you!
Why Join Us?
- Work with a globally recognized brand in luxury hospitality.
- Lead a high-performing team in a stunning, world-class destination.
- Competitive salary and benefits package, including performance bonuses.
- Opportunities for professional development and career advancement.
- Be part of a culture that values innovation, diversity, and guest satisfaction.
Responsibility
- Lead and mentor the Front Office team to deliver exceptional guest service, ensuring all interactions reflect the brand’s standards of excellence.
- Oversee daily front desk operations, including check-ins, check-outs, and guest inquiries, while maintaining efficiency and accuracy.
- Develop and implement guest experience strategies to enhance satisfaction and loyalty, including personalized welcome programs and feedback systems.
- Collaborate with other departments (e.g., Housekeeping, Concierge, F&B) to ensure seamless guest experiences and resolve any operational challenges.
- Monitor and analyze guest feedback and performance metrics to identify areas for improvement and drive continuous enhancement of services.
- Train and onboard new team members, fostering a culture of accountability, teamwork, and professional growth.
- Ensure compliance with all company policies, safety protocols, and local regulations, including data privacy and guest confidentiality.
- Handle escalated guest complaints or issues with diplomacy and urgency, ensuring swift resolution and guest retention.
Qualifications
- Minimum of 3-5 years of experience in Front Office operations, with at least 2 years in a supervisory or leadership role within luxury hospitality.
- Proven track record of delivering outstanding guest service and leading high-performing teams in a fast-paced environment.
- Strong communication skills in English; proficiency in Bahasa Indonesia or additional languages (e.g., Mandarin, Japanese) is a plus.
- Exceptional problem-solving abilities and a proactive approach to anticipating and addressing guest needs.
- Familiarity with Property Management Systems (PMS) such as Opera, Amadeus, or similar platforms.
- Certification in hospitality management (e.g., Diploma in Hotel Management, AHLEI certification) is highly desirable.
- Ability to work flexible hours, including weekends and holidays, to meet the demands of the hospitality industry.
- Passion for hospitality, with a commitment to creating memorable guest experiences and fostering a positive team culture.