Guest Experience Manager

Key Responsibilities

• Develop and implement strategies to improve the overall customer experience, ensuring that every Guest interaction is positive, personalized, and memorable.
• Lead, mentor, and manage the customer service team by fostering a performance-driven and service-oriented culture, while ensuring alignment with company values and goals.
• Develop, document, and regularly update Standard Operating Procedures (SOPs) related to customer service, guest relations, complaint handling, and other key experience touchpoints to ensure consistency, efficiency,
• Monitor and analyze customer feedback across various channels (e.g., guest reviews, surveys, direct communication), transforming insights into actionable improvements.
• Track and report on key performance indicators (KPIs) such as customer satisfaction , and other relevant metrics to gauge success and identify areas for improvement.
• Stay up-to-date with customer service trends and best practices, consistently introducing new ideas and processes to elevate the customer experience.
• Utilize prior experience in travel consulting to support strategic growth initiatives—this includes identifying guest needs, curating tailored experiences, developing partnerships with local activity providers, and contributing to revenue enhancement through value-added offerings and upselling strategies.

General Qualifications

• Proven Experience: Minimum 3 years in a customer-facing role, preferably in customer service or hospitality or Travel Consultant. Experience in managing a team is a plus.

• Local Knowledge Preferred: Candidates with a strong understanding of the Bali tourism landscape, local culture, and guest expectations is a plus.

• Multitasking & Resilience: Ability to handle multiple tasks

• Ability to thrive in a fast-paced environment, adapt to changing customer needs, and manage multiple priorities effectively.