job description
Join PT Alfred and Cie as a Guest Experience Manager and elevate the standard of luxury hospitality in Bali’s most exclusive destinations. This role is perfect for a dynamic, multilingual professional passionate about creating unforgettable guest experiences in a high-end resort or boutique hotel setting.
As the face of our brand, you will oversee all aspects of guest interactions, ensuring seamless service delivery, personalized attention, and resolution of any concerns with grace and efficiency. Your fluency in English and Indonesian, coupled with exceptional communication skills, will enable you to connect with a diverse international clientele. Additional language proficiency (e.g., Mandarin, Japanese, French) is a significant advantage.
Based in the vibrant heart of Bali—covering Canggu, Ubud, Denpasar, Jimbaran, Nusa Dua, Kuta, and Badung—you’ll work in a fast-paced yet rewarding environment where your contributions directly enhance guest satisfaction and loyalty. This is a full-time opportunity offering a competitive salary of IDR 8M–10M/month, commensurate with experience and expertise.
Responsibility
- Lead and mentor a team of hospitality professionals to deliver exceptional, personalized guest experiences from check-in to departure.
- Monitor and enhance service standards across all guest touchpoints, including front desk, concierge, and VIP services.
- Proactively anticipate guest needs and resolve complaints or issues with diplomacy and urgency.
- Collaborate with cross-functional teams (e.g., Housekeeping, F&B, Maintenance) to ensure flawless execution of guest requests.
- Develop and implement guest engagement initiatives, such as loyalty programs, special events, or cultural experiences.
- Maintain accurate records of guest preferences, feedback, and service recovery actions using CRM tools.
- Conduct regular training sessions to uphold brand standards and service excellence.
- Stay updated on local attractions, events, and travel trends to provide expert recommendations to guests.
Qualifications
- Fluency in English and Indonesian (written and verbal); additional languages are a plus.
- Proven experience (3+ years) in guest services, front office management, or hospitality leadership roles.
- Exceptional interpersonal and problem-solving skills with a guest-first mindset.
- Strong organizational abilities to manage multiple priorities in a high-volume environment.
- Proficiency in hospitality software (e.g., Opera PMS, CRM systems) and Microsoft Office.
- Ability to work flexible hours, including weekends and holidays, as required.
- Passion for Bali’s culture and tourism industry, with a commitment to sustainable and ethical hospitality.
- Degree in Hospitality Management, Tourism, or related fields is preferred but not mandatory.