Guest Experience Executive

Company Description

LUNA BEACH CLUB is a beachfront destination focused on sustainability, warm hospitality, exceptional food, refreshing drinks, and high-quality music. Located on the pristine shores of Nyanyi Beach in Nuanu City. Team members are encouraged to help create meaningful moments for guests and contribute to an inclusive, vibrant culture. Working at LUNA BEACH CLUB means being part of a team that values both guest satisfaction and responsible tourism.

Responsibilities:

• Deliver exceptional and personalized guest experiences by providing warm, professional, and attentive service throughout the guest journey.
• Welcome and engage with guests, ensuring their needs and expectations are anticipated and exceeded.
• Build strong relationships with guests to enhance satisfaction, loyalty, and repeat visits.
• Handle guest inquiries, requests, feedback, and complaints promptly, professionally, and with effective solutions.
• Coordinate with Operations, Reservations, Food & Beverage, and other departments to ensure seamless guest experiences.
• Monitor guest satisfaction and proactively identify opportunities to improve service quality.
• Support VIP arrivals, special occasions, and guest recognition programs to create memorable experiences.
• Maintain accurate records of guest preferences, feedback, and service recovery actions when required.
• Ensure all guest interactions align with LUNA Beach Club's luxury hospitality standards and brand values.
• Stay informed about venue offerings, promotions, events, and facilities to provide accurate recommendations and information to guests.
• Assist in implementing guest engagement initiatives and service excellence programs.
• Prepare daily reports and communicate relevant guest feedback and operational updates to management.
• Comply with company policies, health and safety regulations, and operational procedures at all times.
• Perform other duties as assigned by the Guest Experience Manager or management team.

Qualifications

• Minimum 1–2 years of experience in Guest Relations, Guest Experience, Front Office, or a similar customer-facing role within the hospitality industry.
• Previous experience in a resort, beach club, or premium lifestyle venue is highly preferred.
• Excellent communication and interpersonal skills with a warm, professional, and guest-oriented approach.
• Fluent in English, both spoken and written; additional foreign language skills are an advantage.
• Strong problem-solving abilities with the confidence to handle guest concerns professionally and efficiently.
• Passionate about delivering exceptional guest experiences and maintaining high service standards.
• Ability to multitask, work under pressure, and adapt to a fast-paced environment.
• Strong organizational skills and attention to detail.
• Proficient in Microsoft Office and familiar with hospitality systems (e.g., POS, reservation systems, or CRM platforms) is an advantage.
• Well-groomed, professional appearance, and positive attitude.
• Willing to work flexible shifts, including weekends, public holidays, and evening hours.
• Ability to work collaboratively in a multicultural team environment while maintaining a high level of professionalism.

What we offer?

• Competitive salary
• Service Charge
• THR
• Health Insurance
• Working devices and infrastructure
• Daily Meals
• 5-day work week
• Public Holiday Entitlement
• 12 days of Annual Leave
• Career Growth & Development Opportunities
• Training & Learning Programs
• Employee Recognition & Appreciation Programs
• Opportunities to Work with a Dynamic Hospitality Team