job description
Join Méra by Lisma Holding Group, a premier luxury wellness spa brand specializing in calm luxury wellness experiences, where we redefine relaxation through expert Lymphatic Massage and Traditional Chinese Medicine (TCM) therapies. Our mission is to deliver unparalleled guest experiences in Bali’s most exclusive destinations, including Canggu, Ubud, Denpasar, Jimbaran, Nusa Dua, Kuta, and Badung.
As our Senior Guest Experience Support Specialist, you will play a pivotal role in ensuring every guest enjoys a seamless, personalized, and transformative wellness journey. This is an exciting opportunity to work in a dynamic, high-end hospitality environment where your passion for service excellence and wellness expertise will shine. If you thrive in a fast-paced, guest-centric role and are eager to grow with a leading luxury spa brand, we’d love to hear from you!
At Méra, we value professionalism, warmth, and a commitment to holistic well-being. You’ll collaborate with a talented team of therapists, wellness experts, and hospitality professionals to create unforgettable experiences for our discerning clientele. This role is perfect for someone with a background in hospitality, customer service, or wellness who is ready to take their career to the next level in Bali’s thriving luxury spa industry.
Responsibility
- Guest Experience Management: Ensure every guest receives a warm, personalized welcome and a flawless spa experience from arrival to departure, exceeding expectations at every touchpoint.
- Service Coordination: Collaborate with therapists, receptionists, and management to schedule appointments, manage bookings, and resolve any guest inquiries or concerns promptly and professionally.
- Wellness Consultation: Assist guests in selecting the most suitable treatments, including Lymphatic Massage and TCM therapies, by providing expert recommendations based on their needs and preferences.
- Operational Support: Oversee daily spa operations, including inventory management, facility maintenance, and adherence to hygiene and safety standards to ensure a pristine environment.
- Team Leadership: Mentor and support junior staff, fostering a culture of excellence, teamwork, and continuous improvement within the guest experience team.
- Feedback & Improvement: Collect and analyze guest feedback to identify areas for enhancement and implement strategies to elevate service quality and guest satisfaction.
- Brand Representation: Uphold Méra’s values of calm luxury and wellness, ensuring every interaction reflects our commitment to exceptional hospitality and holistic care.
- Cross-Functional Collaboration: Work closely with marketing, sales, and management teams to promote spa services, drive guest retention, and contribute to business growth.
Qualifications
- Experience: Minimum 2-3 years of experience in a guest-facing role within the luxury hospitality, wellness, or spa industry, with a proven track record of delivering exceptional service.
- Education: Diploma or degree in Hospitality Management, Wellness, Business Administration, or a related field is preferred but not required.
- Communication Skills: Fluent in English (written and verbal); proficiency in Bahasa Indonesia and additional languages (e.g., Mandarin, Russian, or Japanese) is a plus.
- Customer-Centric Mindset: Passionate about creating memorable guest experiences with a keen eye for detail and a proactive approach to problem-solving.
- Wellness Knowledge: Familiarity with spa treatments, lymphatic massage, TCM, or holistic wellness practices is highly desirable.
- Technical Skills: Proficiency in spa management software, Microsoft Office, and basic POS systems; experience with CRM tools is a bonus.
- Adaptability: Ability to thrive in a fast-paced, dynamic environment while maintaining composure and professionalism under pressure.
- Cultural Fit: Aligns with Méra’s values of calm luxury, wellness, and genuine hospitality, with a positive attitude and a team-player mentality.