Guest Relations Manager (Expat)

Our client, an ultra-luxury resort on a pristine, remote island in western Indonesia known for its crystal-clear waters, coral reefs, and lush tropical landscapes. The resort is strongly committed to sustainability, creating personalised guest journeys, and delivering transformative stays for discerning travellers from around the world.

They are currently looking to hire an experienced Guest Relations Manager to lead and enhance the guest experience, ensuring exceptional service throughout every stage of the guest journey, including their wellness activities.

Requirements:

• Minimum 5 years of experience in a Guest Relations, Front Office, or Guest Services role within a luxury resort or hospitality brand.
• Holding Yoga certifications is mandatory. 
• Strong background in guest service excellence, cultural sensitivity, and discreet problem-solving.
• Fluent in English; additional languages (Mandarin or French) are a plus.
• Proficient in property management systems and guest communication platforms.
• Well-presented, emotionally intelligent, and confident, engaging with high-profile guests.
• Comfortable living and working in a remote, tropical environment for extended periods.

Responsibilities:

• Manage and coordinate the entire guest experience lifecycle from pre-arrival communications to in-resort interactions and post-departure follow-up.
• Design and lead yoga programs and wellness activities.
• Personally welcome all guests upon arrival and ensure their introduction to the resort and their itinerary is warm, informative, and aligned with their preferences.
• Maintain detailed guest profiles, noting preferences, special occasions, and feedback to enhance personalisation.
• Collaborate with Butlers, Experience Team, F&B, Spa, and other departments to tailor experiences based on guest needs.
• Promote resort services to encourage guest retention and satisfaction.
• Drive and monitor upselling programs and identify additional revenue opportunities.
• Support familiarisation trips and media visits in collaboration with the sales team.
• Maintain detailed logs of guest feedback, incidents, and maintenance issues.
• Handle emergencies such as security or medical incidents per protocol.
• Ensure accurate daily guest registration and system updates.
• Build positive relationships with colleagues to support team morale and a collaborative work environment.
• Provide suggestions for operational improvements and service enhancements.
• Maintain awareness of health, safety, fire, and emergency procedures.
• Uphold high standards of personal grooming, professional behaviour, and appearance.
• Represent the resort with professionalism and courtesy in all guest and team interactions.