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Open nowFirst seen 4 days ago

Guest Relation Manager

Bali Jobs54 open roles

Where
Kuta, Bali, Indonesia
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Your applicationOpen nowGuest Relation ManagerBali Jobs · Kuta, Bali, Indonesia

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Early applications get read.

12.3% of postings close within 7 days. Measured by our own scanner across the market.

Share of postings closed within
  1. 2.1%1 day
  2. 4.5%3 days
  3. 12.3%7 days
  4. 19.3%14 days
  5. 35.6%30 days
  6. 57.8%60 days
This job: first seen 4 days ago

The posting

Our client is an independent 5-star luxury boutique resort located in the heart of Seminyak. They are seeking an experienced Guest Relations Manager to lead the resort's guest experience strategy, maintain high-touch personalized service standards, and ensure seamless guest satisfaction throughout the guest journey.

Requirements:

  • Proven experience as a Guest Relations Manager or in a senior guest experience leadership role within a 5-star luxury hotel, luxury boutique resort, or high-end hospitality brand.
  • Bachelor's degree in Hospitality Management, Business Administration, Communications, or a related field is preferred.
  • Solid track record of achieving high guest satisfaction scores (CSAT/VPS) and guest retention KPIs within internationally recognized luxury brands.
  • Extensive knowledge of luxury guest expectations, VIP protocols, bespoke itinerary planning, and personalized concierge services.
  • Well-established understanding of Seminyak's luxury lifestyle market, high-net-worth travelers, and international source markets.
  • Demonstrated success in elevated problem resolution, service recovery, and fostering long-term guest loyalty.
  • Strong operational acumen with experience in departmental budgeting, guest feedback analytics, and VIP amenity management.
  • Excellent leadership and team management skills, with the ability to mentor, train, and develop high-performing guest service professionals.
  • Outstanding interpersonal, presentation, and relationship-building skills.
  • Strong understanding of front-of-house operations, PMS systems (Opera/PMS), and close collaboration with Front Office, F&B, and Housekeeping teams.
  • Excellent communication skills in English, both written and verbal. Fluency in additional foreign languages is a strong advantage.

Key Responsibilities:

  • Develop and execute the resort's guest relations strategy to elevate overall guest satisfaction and repeat guest loyalty.
  • Lead, train, and manage the Guest Relations and Concierge teams, ensuring high service standards through coaching and clear performance targets.
  • Oversee VIP arrival and departure procedures, ensuring personalized welcome experiences, customized amenities, and dedicated contact throughout their stay.
  • Build and maintain strong relationships with in-house guests, key clients, and travel planners to deliver memorable lifestyle experiences.
  • Conduct daily walk-throughs and lobby hosting to engage with guests, anticipate needs, and gather real-time feedback.
  • Work closely with Front Office, Reservations, F&B, Spa, and Housekeeping teams to ensure seamless service flow and pull-through of guest preferences.
  • Monitor guest feedback across internal surveys and online reputation platforms (TripAdvisor, Google Reviews) to identify improvement areas and refine operational standards.
  • Prepare departmental reports, guest satisfaction analysis, and budget forecasts while ensuring achievement of established KPIs.
  • Represent the property during resort networking events, cocktail receptions, and management greetings to enhance brand warmth.
  • Ensure all guest relations initiatives align with the property's luxury positioning and contribute to delivering exceptional, authentic Balinese hospitality.
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