job description
Join Accor, a global leader in hospitality, as a Guest Experience Manager in the heart of Bali’s most exclusive destinations. This is your opportunity to shape unforgettable guest journeys in world-class resorts, where luxury meets authentic Balinese hospitality.
As the Guest Experience Manager, you will lead a dynamic team to deliver exceptional service, ensuring every guest interaction exceeds expectations. Your role is pivotal in maintaining Accor’s reputation for excellence, fostering guest loyalty, and driving operational success in a fast-paced, multicultural environment.
Based in Bali’s premier locations—Canggu, Ubud, Denpasar, Jimbaran, Nusa Dua, Kuta, or Badung—you’ll collaborate with cross-functional teams to innovate guest experiences, resolve challenges with diplomacy, and uphold the highest standards of service. Whether it’s curating personalized stays, managing VIP requests, or analyzing feedback to refine our offerings, your leadership will elevate the guest experience to new heights.
If you’re a passionate hospitality professional with a flair for creating magical moments, we invite you to bring your expertise to Accor and contribute to a legacy of excellence in Bali’s thriving tourism industry.
Responsibility
- Lead the Guest Experience Team: Supervise, mentor, and inspire a high-performing team to deliver seamless, personalized service.
- Enhance Guest Journeys: Design and implement innovative strategies to elevate guest satisfaction at every touchpoint, from arrival to departure.
- VIP & Concierge Management: Oversee VIP guest relations, anticipating needs and ensuring flawless execution of special requests.
- Feedback & Improvement: Monitor guest feedback (reviews, surveys, complaints) and drive continuous improvement in service quality.
- Cross-Department Collaboration: Work closely with Front Office, Housekeeping, F&B, and other teams to ensure consistent, high-standard service delivery.
- Operational Excellence: Maintain compliance with Accor’s brand standards, SOPs, and local regulations.
- Revenue & Upselling: Identify opportunities to enhance guest spending through tailored experiences and upselling.
- Crisis & Conflict Resolution: Handle guest escalations with professionalism, turning challenges into positive outcomes.
Qualifications
- Proven Experience: Minimum 5 years in hospitality, with at least 2 years in a Guest Experience, Front Office, or Concierge leadership role.
- Leadership Skills: Strong ability to manage, train, and motivate teams in a high-pressure environment.
- Guest-Centric Mindset: Passion for creating exceptional experiences with a keen eye for detail.
- Communication Excellence: Fluent in English (additional languages, especially Indonesian or French, are a plus).
- Problem-Solving: Ability to think critically and resolve complex guest issues with diplomacy.
- Tech-Savvy: Proficiency in PMS (e.g., Opera), CRM tools, and Microsoft Office Suite.
- Cultural Awareness: Experience working in multicultural teams and serving diverse international guests.
- Flexibility: Willingness to work variable shifts, including weekends and holidays, in a 24/7 hospitality environment.