Guest & Experience Leader

Penempatan:

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.

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:

Sertifikasi yang dibutuhkan: -

Fakultas atau Jurusan yang lebih disukai: -

Kemampuan bahasa yang lebih disukai:

Untuk disabilitas: Tidak