Customer Experience Coordinator

The ideal candidate is a highly organized, proactive, and guest-focused hospitality professional with experience in guest experience, villa operations, activities, concierge, or experiential hospitality. They have a strong ability to curate personalized experiences, coordinate multiple operational details, and ensure activities are delivered smoothly from planning through execution. The candidate should combine excellent guest service with strong coordination, commercial awareness, and vendor management skills.

Requirement :

• Open for local candidates.
• Minimum 2–4 years of experience in guest experience, concierge, villa operations, activities coordination, hospitality, or a similar role.
• Previous experience in luxury hospitality, villas, resorts, or high-end guest experiences is strongly preferred.
• Strong guest service and relationship management skills.
• Excellent organizational and coordination skills.
• Strong attention to detail and ability to manage multiple activities and priorities simultaneously.
• Proactive and solution-oriented approach to guest needs and operational challenges.
• Good understanding of activity planning, bookings, logistics, and guest experience delivery.
• Strong communication and interpersonal skills.
• Ability to coordinate effectively with villa teams, management, vendors, and external partners.
• Experience managing vendors, negotiating pricing, and coordinating external activities is an advantage.
• Commercially aware with an understanding of upselling and revenue generation opportunities.
• Comfortable training and supporting staff on activities, product knowledge, and upselling techniques.
• Strong reporting and basic financial tracking skills.
• Good English communication skills, both spoken and written.
• Comfortable working in a fast-paced hospitality environment.
• Passionate about creating memorable and personalized guest experiences.
• Familiarity with Bali’s local experiences, culture, wellness, and tourism offerings is an advantage.

Responsibilities : Guest Activities & Experience Management

• Design, enhance, and coordinate in-villa and local experiences based on guest preferences, including cultural tours, wellness programs, and private events.
• Continuously curate and refresh activity offerings to create engaging and memorable guest experiences.
• Ensure activities are aligned with the brand’s commitment to unique and high-quality hospitality.
• Monitor guest engagement and feedback and translate insights into actionable improvements.

Standardization & Team Enablement

• Develop and standardize operational tools and resources for activity planning and execution.
• Ensure activity tools and resources are accessible and usable across departments.
• Train and empower villa teams and leaders with product knowledge and upselling techniques.
• Prepare supporting tools and documentation to maintain consistent guest experience standards.

Revenue Growth & Upselling

• Identify opportunities to generate additional revenue through activity packages and upselling.
• Proactively promote experiences to maximize guest satisfaction and spend.
• Support special events and activity offerings that contribute to revenue growth.

Operations & Logistics

• Oversee the smooth execution of guest activities, ensuring appropriate staffing and scheduling.
• Manage activity reservations through various booking channels.
• Maintain an updated inventory of activity materials and equipment and ensure proper functionality.
• Plan and coordinate villa parties, themed dinners, cultural experiences, and other special events.

Vendor & Partner Management

• Identify and collaborate with quality vendors for tours, events, wellness activities, and other guest experiences.
• Negotiate with vendors to optimize costs while maintaining service and experience quality.
• Secure favorable pricing and exclusive packages for guests where possible.
• Maintain strong relationships with external partners and monitor their performance.

Guest & Internal Communication

• Act as a liaison between guests and internal teams to ensure smooth communication and prompt responses to guest needs.
• Coordinate with villa teams and other departments to ensure activities are properly prepared and delivered.
• Follow up on operational issues and ensure appropriate solutions are implemented.

Reporting & Performance Analysis

• Prepare weekly updates on vendor and partner developments, operational challenges, and recommended improvements.
• Prepare monthly reports covering activity revenue, upselling, and special events.
• Monitor guest satisfaction, recurring issues, and opportunities for improvement.
• Evaluate the performance of individual activities and recommend necessary adjustments.
• Review vendor and partnership performance and identify opportunities for improvement or new partnerships.
• Track activity-related expenses and identify cost-saving and revenue-enhancing opportunities.

Benefits: Salary according to experience + BPJS + THR