Overview
Guest & Experience Leader Jobs in Denpasar, Bali, Indonesia at REDY Indonesia
Title: Guest & Experience Leader
Company: REDY Indonesia
Location: Denpasar, Bali, Indonesia
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.
Requirements:
- 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.
