Guest Relation Manager

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.