Guest Experience Team Leader

Company Description

Experience the epitome of French-inspired luxury at Sofitel Bali Nusa Dua Beach Resort, a prestigious 5-star beachfront haven boasting tropical gardens and sleek modern architecture which offers exclusive experiences for ALL members, this magnificent resort provides 413 exquisite rooms, including 39 suites and villas, along with an array of resort facilities.

Indulge in a culinary journey at three restaurants and two bars, rejuvenate at Sofitel FITNESS and Sofitel SPA, and delight in the outdoor and indoor kids club. Additionally, the resort features 24 function venues, including a Grand Ballroom and a Beachfront Ballroom. Discover the ultimate Art de Vivre at Club Millésime, where delectable cuisine, exquisite wines, and Balinese charm await.

Job Description

The Guest Experience Team Leader brings Sofitel's warmth and elegance to life, guiding the team in creating personalized, anticipatory, and memorable moments for every guest. As the face of Sofitel's luxury hospitality, this role reflects a beautiful blend of French sophistication and Balinese warmth, embodying the hotel's signature "Art de Vivre." At the heart of this role is Cousu Main Service, a commitment to thoughtful, tailored care given to each and every guest.

Your responsibilities include:

• Welcoming guests warmly and leading the team in delivering a seamless, memorable check-in experience.
• Being a trusted point of contact for guest inquiries and special requests.
• Championing Cousu Main Service, ensuring every guest feels genuinely cared for
• Working closely with Front Office, Concierge, Butler, F&B and other department to create a smooth, connected guest journey.
• Approaching guest feedback and concerns with empathy, patience, and professionalism.
• Keeping guest profiles, preferences, and records accurate and up to date.
• Bringing guest events and bespoke experiences to life with creativity and care.
• Sharing the value of hotel services and the ALL loyalty program with guests.
• Leading daily briefings and coaching the team with patience and encouragement.
• Serving as a role model and steady support for the Guest Experience Manager.

Qualifications

• 2–3 years of experience in Guest Relations, Guest Experience, or Front Office within a luxury hotel, including some team leadership experience.
• Excellent communication and problem-solving skills, with a genuine passion for guest care.
• Fluent in English; additional languages are a plus.
• Strong understanding of luxury service and a natural warmth in every guest interaction.
• Proficient in Opera PMS/Opera Cloud and Microsoft Office applications.
• Strong organizational and time management skills, with excellent attention to detail.
• High level of professionalism, integrity, and discretion.
• Able to multitask gracefully and stay composed under pressure.
• Flexible to work rotating shifts, weekends, and public holidays