job description
Join Resorts World Sentosa as a Guest Experience Specialist at our prestigious The Laurus property in Bali’s luxury hospitality hub. This is your opportunity to shape unforgettable guest journeys in one of Southeast Asia’s most iconic resort destinations.
As the first point of contact, you’ll embody warmth, professionalism, and efficiency, ensuring every arrival, stay, and departure exceeds expectations. From seamless check-ins to personalized service recovery, your role is pivotal in maintaining our reputation for world-class hospitality. Set against the backdrop of Bali’s stunning landscapes, this position offers a dynamic environment where your passion for service meets career growth in a globally recognized brand.
Ideal for hospitality professionals who thrive in high-touch guest interactions, this role combines operational excellence with the art of creating emotional connections. If you’re ready to elevate guest experiences in a luxury setting, we’d love to hear from you.
Responsibility
- Deliver exceptional front desk service, including check-ins, check-outs, and room assignments with meticulous attention to detail.
- Anticipate and resolve guest inquiries promptly, ensuring a frictionless experience from arrival to departure.
- Maintain accurate guest records and preferences in property management systems (PMS) to personalize future stays.
- Collaborate with housekeeping, concierge, and F&B teams to coordinate seamless service delivery.
- Handle payment processing, billing discrepancies, and folios with integrity and discretion.
- Uphold brand standards for grooming, communication, and service etiquette in all guest interactions.
- Proactively identify upsell opportunities for room upgrades, spa services, or dining reservations.
- Assist in emergency protocols, including guest medical needs or evacuation procedures, with composure.
Qualifications
- Minimum 2 years of experience in front office operations at a 4- or 5-star hotel/resort.
- Fluency in English (written and spoken); proficiency in Bahasa Indonesia or Mandarin is a plus.
- Proficiency in property management systems (e.g., Opera, Cloudbeds) and Microsoft Office.
- Exceptional interpersonal and problem-solving skills with a guest-centric mindset.
- Ability to work flexible shifts, including nights, weekends, and public holidays.
- Diploma or degree in Hospitality Management or related field preferred.
- Strong cultural awareness and adaptability to serve an international clientele.
- Certification in first aid/CPR is advantageous.