Guest Relation Department

Guest Relation Officer / Guest Experience Supervisor

About the Role

Our Guest Relations is far more than answering messages or coordinating bookings.

It is about creating an exceptional guest journey — before arrival, throughout the stay, and long after departure.

We are looking for a warm, highly organised and proactive professional who naturally builds relationships and genuinely enjoys creating unforgettable experiences.

As our Guest Relation Officer, Guest Experience Supervisor or Guest Experience Leader, you will become the main point of contact for guests staying in our luxury villas. Your mission is to ensure every guest feels personally cared for, every request is handled with excellence, and every interaction reflects our hospitality standards.

You will work closely with Villa Operations, Housekeeping, Maintenance, Concierge, NARA Spa & Recovery and Management to deliver a seamless luxury experience.

Your Responsibilities

Guest Communication

• Serve as the primary contact person for villa guests before, during and after their stay.

• Respond promptly and professionally via WhatsApp and other communication channels.

• Build genuine relationships while maintaining a warm and professional tone.

• Ensure every guest receives clear, timely and personalised communication.

Guest Journey & Experience

• Coordinate the complete guest journey from pre-arrival to check-out and follow up.

• Ensure arrival information, welcome messages and check-in experiences are delivered smoothly.

• Organise special occasions such as birthdays, anniversaries, honeymoons or celebrations.

• Follow up with guests throughout their stay to ensure complete satisfaction.

• Collect guest feedback and identify opportunities to continuously improve the experience.

Concierge & Guest Services

• Assist guests with activity recommendations, restaurant reservations and local experiences.

• Coordinate transportation, airport transfers and external service providers.

• Support bookings for NARA Spa & Recovery treatments and wellness experiences.

• Recommend additional services that genuinely enhance the guest’s stay.

Coordination & Operations

• Work closely with Villa Management, Housekeeping and Maintenance to ensure guest requests are fulfilled efficiently.

• Monitor guest requests and ensure timely follow-up until completion.

• Escalate operational issues proactively when necessary.

• Maintain accurate guest records and communication logs.

Quality & Brand Standards

• Ensure every guest interaction reflects premium hospitality standards.

• Identify opportunities to surprise and delight guests through thoughtful service.

• Maintain the highest level of professionalism, discretion and attention to detail.

• Support continuous improvements of the guest journey and internal service processes.

What We Are Looking For

• Previous experience in Guest Relations, Hospitality, Luxury Hotels, Villas or Customer Experience.

• Excellent communication skills in English (additional languages are an advantage).

• Naturally warm, empathetic and guest-focused personality.

• Outstanding organisational and problem-solving skills.

• Ability to manage multiple guest conversations simultaneously.

• Strong attention to detail and a proactive mindset.

• Comfortable using WhatsApp, booking platforms and digital communication tools.

• Calm under pressure with excellent conflict-resolution abilities.

• Passion for hospitality and creating memorable guest experiences.

• Sales awareness with a genuine focus on enhancing—not selling—the guest experience.

What We Offer

We believe exceptional hospitality starts with exceptional people.

We offer:

• Competitive compensation package

• BPJS Coverage

• Staff discounts across our wellness services

• Opportunities for career growth within a fast-growing hospitality and wellness company

• Supportive leadership and transparent communication

• A beautiful and inspiring work environment in Uluwatu, Bali

• The opportunity to shape the guest experience of one of Bali’s most exciting villa and wellness brands

About Us

We are part of the growing hospitality ecosystem combining luxury villas, wellness and elevated guest experiences in Uluwatu, Bali.

Our vision is to redefine modern hospitality by combining authentic service, thoughtful design and meaningful human connection.

Every guest interaction matters. Every detail matters.

If you believe hospitality is about creating lasting memories—not simply providing accommodation—we would love to hear from you.