job description
Join The Ranch International Pecatu, a premier luxury wellness retreat nestled in the heart of Bali, as our Guest Experience Manager. In this pivotal role, you will be the architect of unforgettable guest journeys, ensuring every interaction reflects our commitment to world-class hospitality, personalized service, and holistic well-being.
As the face of our resort, you will lead a dedicated team to curate seamless, bespoke experiences—from arrival to departure—that exceed expectations. Your passion for service excellence, cultural sensitivity, and operational precision will elevate our guests’ stays into transformative escapes. Whether coordinating wellness programs, resolving inquiries with grace, or collaborating with cross-functional teams, your leadership will shape the reputation of one of Bali’s most exclusive destinations.
This is a contract-based opportunity in Badung, Bali, offering a competitive salary (IDR 7M–9M/month) and the chance to thrive in a dynamic, multicultural environment. If you’re a visionary hospitality professional with a flair for creating magical moments, we invite you to apply and help us redefine luxury guest experiences.
Responsibility
- Oversee end-to-end guest experiences, ensuring consistency with the resort’s luxury standards and brand ethos.
- Lead, train, and mentor the guest services team to deliver proactive, personalized, and empathetic service.
- Develop and implement innovative guest engagement strategies, including pre-arrival communications, in-stay touchpoints, and post-departure follow-ups.
- Collaborate with departments (e.g., F&B, Spa, Housekeeping) to align services and resolve guest concerns promptly and discreetly.
- Monitor guest feedback (reviews, surveys) and drive continuous improvement initiatives to enhance satisfaction scores.
- Design and execute VIP and special occasion experiences, tailoring offerings to individual preferences.
- Maintain up-to-date knowledge of local attractions, cultural events, and resort amenities to provide expert recommendations.
- Ensure compliance with health, safety, and hygiene protocols while fostering a warm, welcoming atmosphere.
Qualifications
- Bachelor’s degree in Hospitality Management, Business, or a related field (or equivalent experience).
- Minimum 3–5 years of experience in guest services, front office, or experience management within luxury hotels/resorts.
- Proven leadership skills with experience managing and motivating diverse teams.
- Exceptional communication and interpersonal skills, with fluency in English (additional languages a plus).
- Strong problem-solving abilities and a calm, diplomatic approach to conflict resolution.
- Proficiency in property management systems (PMS) and CRM tools; familiarity with wellness/hospitality software is advantageous.
- Deep understanding of high-end service standards and a passion for exceeding guest expectations.
- Flexibility to work evenings, weekends, and holidays as required in a 24/7 hospitality environment.