job description
Join Resorts World Sentosa as a Senior Executive/Executive in Membership & Guest Services and become a key player in delivering world-class hospitality experiences in Bali's most prestigious resort destinations. This role offers a unique opportunity to engage with high-profile guests, manage exclusive membership programs, and ensure seamless service delivery across our luxury properties in Canggu, Ubud, Denpasar, Jimbaran, Nusa Dua, Kuta, and Badung.
As part of our dynamic team, you will oversee guest relations, membership retention strategies, and personalized service initiatives that elevate the guest experience. Your role will be pivotal in maintaining our reputation for excellence in the hospitality and tourism industry.
If you are passionate about hospitality, thrive in a fast-paced environment, and possess exceptional interpersonal skills, we invite you to apply and grow your career with a globally recognized brand.
Responsibility
- Manage and enhance membership programs to drive guest loyalty and retention.
- Oversee guest services operations, ensuring high standards of customer satisfaction.
- Coordinate with cross-functional teams to deliver personalized guest experiences.
- Handle guest inquiries, complaints, and feedback with professionalism and efficiency.
- Develop and implement strategies to improve guest engagement and satisfaction metrics.
- Train and mentor junior staff to uphold service excellence standards.
- Monitor and analyze guest feedback to identify areas for improvement.
- Collaborate with marketing teams to promote membership benefits and exclusive offers.
Qualifications
- Bachelor's degree in Hospitality Management, Business Administration, or a related field.
- Minimum of 3 years of experience in guest services, membership management, or a similar role in the hospitality industry.
- Excellent communication and interpersonal skills, with fluency in English.
- Proven ability to manage high-profile guests and resolve complex service issues.
- Strong organizational and leadership skills, with a focus on team development.
- Proficiency in CRM software and Microsoft Office Suite.
- Ability to work flexible hours, including weekends and holidays.
- Passion for delivering exceptional guest experiences and a commitment to continuous improvement.