About the role :
We are seeking a highly dedicated and guest-focused Guest Relations Manager to oversee and elevate the guest experience across our portfolio of luxury villas in Bali. This role is pivotal in ensuring every guest enjoys a seamless, memorable, and high-quality stay while maintaining our brand's exacting standards of service, presentation, and villa condition.
Key Responsibilities :
- Serve as the primary point of contact for guests before, during, and after their stay, delivering personalized, warm, and proactive service.
- Manage end-to-end guest satisfaction: handle inquiries, special requests, feedback, complaints, and issue resolution with speed, empathy, and creativity.
- Conduct regular property inspections and quality checks across all villas to ensure consistent high standards in cleanliness, maintenance, amenities, and overall presentation.
- Coordinate closely with villa teams (housekeeping, maintenance, concierge, security, etc.) to address any operational gaps and uphold quality protocols.
- Anticipate guest needs, recommend tailored experiences (dining, activities, transportation, etc.), and collaborate with local partners to enhance stays.
- Monitor guest feedback channels (reviews, surveys, direct communication) and implement improvements to drive repeat bookings and positive word-of-mouth.
- Train and guide on-site staff in guest service best practices, ensuring alignment with company standards.
- Maintain detailed records of guest interactions, preferences, and issues to support continuous service enhancement.
Requirements :
- Proven experience (minimum 23+ years preferred) in guest relations, villa management, concierge services, or a similar high-touch hospitality role ideally in luxury villas, resorts, or boutique hotels.
- Strong international work experience outside of Indonesia (e.g., in Europe, Australia, the US, Middle East, or other Asian markets) to bring diverse cultural awareness and global service standards.
- Excellent command of English (fluent spoken and written) with polished, professional communication skills able to engage confidently with international guests from diverse backgrounds.
- Exceptional eye for detail and a proactive approach to identifying and resolving potential issues before they impact the guest experience.
- Outstanding problem-solving skills: calm under pressure, resourceful, and solution-oriented when handling complaints or unexpected situations.
- Warm, approachable personality with genuine passion for hospitality and creating memorable guest moments.
- Strong organizational and multitasking abilities; comfortable managing multiple villas and priorities simultaneously.
- Willingness to be hands-on, flexible with working hours (including evenings/weekends as needed for guest arrivals/departures), and based in/near Bali.
- Valid driver's license and own transportation preferred (to facilitate villa visits).
What We Offer
- Competitive salary commensurate with experience.
- Performance-based incentives and bonuses tied to guest satisfaction scores and reviews.
- Opportunity to work in one of the world's most sought-after luxury destinations.
- Supportive team environment in a growing property management company.
- Potential for career growth into senior operations or guest experience leadership roles.
