Guest & Experience Leader

Guest & Experience Leader

Penempatan

Bali, Denpasar

Kategori

Full Time

Industri

Pariwisata & Perhotelan

Gaji

Level Posisi: Supervisor / Coordinator

Usia

Jenis kelamin yang lebih diutamakan

Uraian Tugas

Day-to-Day

Manage Berth Reservations: Process all berth booking requests, check availability, confirm pricing, and update the reservation system accurately.

• Guest Communication: Respond to inquiries via WhatsApp, email, phone, or CRM in line with the First Contact SOP.
• Pre-Arrival & Check-out Assistance: Send pre-arrival instructions, marina map, approach guidelines, and required check-in documentation.
• Guest Experience & Concierge Requests: Assist with marina service bookings and provide personalized guest support throughout the stay.
• Yacht Service Coordinator: Coordinate and arrange yacht services including:
• Fuel
• Electricity & water
• Technical support
• Waste management
• Provisions
• Concierges

Ensure service requests are scheduled, approved, documented, and communicated clearly to Operations, Finance, and relevant internal departments.

Senior Planning vs Output

Check-Out & Billing Assistance: Support Finance by preparing billing items (berthing nights, utilities, services, add-ons) and ensure all services are captured accurately prior to check-out.

Internal Coordination with Departments

• Daily coordination with Dock Operations for vessel movement schedules
• Work with Nautical Agency for permits, clearances, and provisioning orders
• Coordinate guest needs with F&B, Lounge, Security, and Waste Management where applicable
• Visitors registration

Vessel & Passenger Documentation

• Collect and verify all mandatory vessel, crew, and passenger documents from captains or agents.
• Ensure compliance with marina and government regulations.
• Liaise with yacht / nautical agencies for QICP (Quarantine, Immigration.
• Customs, Port) clearance and approvals.
• Report discrepancies or changes to Security, Dock Operations, and relevant teams.
• Maintain data privacy and organize all documents in the marina’s digital filing system for audit readiness.

RISK Escalation: Escalate guest complaints, special requests, operational constraints, or risks to the Supervisor or Manager within the same shift.

• Reporting
• Daily Shift Report: Prepare a daily log covering arrivals, departures, pending documents, guest issues, and notes for next-shift handover.

Weekly & Monthly Summary: Submit summaries covering reservation statistics, occupancy trends, guest feedback, operational challenges, and improvement points.

Syarat & Kualifikasi

Minimum 5–10 years of experience in reservations, revenue, front office operations, marina operations, yacht club, marine hospitality, hotel hospitality, or related industries.

• Strong experience managing reservations, guest accounts, billing, payments, and operational administration.
• Strong knowledge of berth management, marina pricing structures, contracts, invoicing processes, and revenue administration.
• Experience with reservation systems, PMS, marina management software, or similar operational systems is highly preferred.
• Experience working in an audited environment with strong compliance, documentation, reporting, and internal control standards.
• Proven leadership experience with the ability to organize workflows, manage priorities, monitor deadlines, and drive team accountability.
• Fluent in English, both written and spoken; additional languages are an advantage.
• Strong analytical, organizational, administrative, and reporting skills with high attention to detail.
• Able to work independently, manage multiple stakeholders, and lead a team effectively.
• Willing to be placed in Bali.

Keahlian yang dibutuhkan

Administrasi

Sertifikasi yang dibutuhkan

Fakultas atau Jurusan yang lebih disukai

Kemampuan bahasa yang lebih disukai

Bahasa Inggris

Untuk disabilitas

Tidak