Senior Guest Experience Staff

Deskripsi Pekerjaan

Tanggung Jawab

• Manage berth availability and allocation to ensure optimal occupancy and compliance with marina operational standards
• Handle reservation enquiries, booking confirmations, amendments, and cancellations for berth reservations and related marina services
• Coordinate seasonal berth allocations and VIP reservations in collaboration with Marina Operations and Management
• Maintain pricing structures, promotional rates, and reservation configurations in accordance with commercial strategies
• Review and verify proforma invoices and final invoices to ensure billing accuracy prior to issuance
• Monitor accounts receivable (AR) and coordinate payment follow-ups with the Finance team
• Maintain contract documentation, monitor contract validity, and ensure proper authorization procedures are followed
• Coordinate with Finance to support audit readiness, tax compliance, and documentation accuracy
• Prepare daily, weekly, monthly, and quarterly reports on reservations, occupancy, revenue, and operational performance
• Act as the primary liaison between Marina Operations, Sales, Finance, and Management to ensure a seamless end-to-end guest reservation experience
• Support continuous improvement of reservation processes, documentation standards, and guest experience operations
• Assist in guiding and coordinating the reservations team to maintain service quality and operational efficiency
• Syarat & Kualifikasi
• Minimum 3–5 years of experience in a luxury, audited hotel environment, preferably within Front Office or multi-revenue departments (Rooms, F&B, Utilities, or Ancillary Services)
• Experience working in an audited company environment with structured filing and documentation procedures
• Experience managing reservations from enquiry through guest check-out
• Mandatory experience serving international guests, with professional fluency in both English and Bahasa Indonesia , written and spoken
• Proven experience managing reservation systems and coordinating across multiple departments to support centralized billing and structured documentation control
• Hands-on experience using CRM, ERP, or integrated reservation platforms , with a strong focus on system accuracy and data integrity
• Demonstrated ability to maintain high reservation accuracy and complete operational documentation
• Experience preparing and interpreting daily, weekly, and monthly operational reports
• Strong organizational, analytical, and problem-solving skills with excellent attention to detail
• Process-driven individual with a strong commitment to compliance, documentation accuracy, and service excellence
• Working within evolving SOPs
• Building and improving operational processes
• Supporting system migration and operational stabilization
• Strong numerical aptitude with the ability to verify billing, service charges, utilities usage, and revenue accuracy before guest check-out
• Able to work independently while collaborating effectively with cross-functional teams
• Willing to be based in Bali