job description
Join our dynamic hospitality team in Bali as a Guest Experience Supervisor and play a pivotal role in delivering unforgettable luxury experiences to our discerning guests. This position, part of our exclusive i-Job Program, offers a unique opportunity to develop leadership skills in one of the world’s most sought-after tourist destinations.
As the face of our front desk operations, you will oversee a team of dedicated professionals, ensuring seamless check-ins, personalized service, and resolution of guest inquiries with warmth and efficiency. Your ability to anticipate needs, manage high-pressure situations, and maintain impeccable standards will directly impact guest satisfaction and loyalty.
Based in the heart of Bali’s premium locations—Canggu, Ubud, Denpasar, Jimbaran, Nusa Dua, Kuta, or Badung—you’ll work in an environment that blends traditional Balinese hospitality with modern luxury. Whether coordinating VIP arrivals, training staff, or implementing service innovations, your contributions will shape the guest journey from arrival to departure.
We offer competitive compensation, career growth opportunities, and the chance to work in a multicultural, fast-paced setting. If you’re passionate about hospitality and thrive in a guest-centric role, we’d love to hear from you.
Responsibility
- Lead and mentor the front desk team to deliver exceptional, personalized guest service in alignment with brand standards.
- Oversee check-in/check-out processes, ensuring accuracy, efficiency, and a warm, welcoming atmosphere.
- Resolve guest complaints or special requests proactively and diplomatically, turning challenges into positive experiences.
- Monitor and maintain real-time room availability, coordinating with housekeeping and reservations to optimize occupancy.
- Train and develop staff on service protocols, upselling techniques, and cultural sensitivity to enhance guest interactions.
- Collaborate with other departments (e.g., concierge, F&B) to anticipate and fulfill guest needs seamlessly.
- Implement and track guest feedback systems, analyzing data to improve service quality and operational efficiency.
- Uphold safety, security, and compliance standards, including emergency procedures and data privacy protocols.
Qualifications
- Minimum 2 years of experience in front desk operations or guest services within 4-5 star hotels/resorts.
- Proven leadership skills with experience supervising or training teams in a hospitality setting.
- Fluent in English (written and spoken); proficiency in Indonesian or other languages is a plus.
- Strong problem-solving and conflict-resolution abilities with a guest-first mindset.
- Proficiency in PMS (Property Management Systems) such as Opera, Cloudbeds, or similar.
- Exceptional communication and interpersonal skills, with a polished, professional demeanor.
- Ability to work flexible hours, including evenings, weekends, and holidays, in a high-energy environment.
- Diploma or degree in Hospitality Management, Tourism, or a related field is preferred.