About Aman
Founded in 1988 with the opening of Amanpuri in Phuket, Aman has established a distinctive presence in luxury hospitality through its collection of intimate resorts, hotels and residences. Rooted in a philosophy of peace, privacy and sensitivity to place, the brand combines thoughtful architecture with highly personalised service. As an employer, Aman offers a professional setting where discretion, cultural awareness and meticulous attention to detail are central to the guest experience. Its international portfolio encompasses careers in hospitality operations, culinary arts, wellness and corporate functions, appealing to professionals who value understated excellence and the craft of creating deeply considered experiences.
The Guest Relations Manager oversees all guest interaction touchpoints at Amandari, a luxury resort in Ubud, Bali, ensuring personalized, memorable experiences throughout each guest's stay. The role combines proactive anticipation of guest needs with responsive management of requests, preferences, and concerns, working in close coordination with all hotel departments to deliver seamless service aligned with Amandari's standards of luxury hospitality and genuine Balinese warmth.
Role & Responsibilities
- Welcome and engage guests warmly and professionally, building genuine relationships throughout their stay
- Anticipate guest preferences and needs, proactively arranging personalized services and bespoke experiences
- Ensure seamless guest experience from arrival through departure, including VIP stays, special occasions, and repeat guests
- Maintain comprehensive knowledge of hotel facilities, services, room categories, dining options, spa treatments, activities, and local cultural attractions
- Provide accurate and personalized recommendations regarding Amandari services and the surrounding Ubud area
- Handle guest requests, inquiries, feedback, and complaints with promptness, professionalism, and discretion
- Resolve guest concerns effectively while protecting the hotel's reputation and ensuring complete satisfaction
- Maintain detailed records of guest preferences, special requests, feedback, and service recovery actions in hotel systems
- Communicate guest preferences and special requirements clearly to all relevant departments
- Coordinate closely with Front Office, Housekeeping, Food & Beverage, Spa, Engineering, and other departments to ensure cohesive service delivery
- Monitor guest satisfaction through regular interactions and structured feedback collection
- Assist with VIP arrivals and departures, personalized celebrations, honeymooners, and special arrangements
- Ensure welcome amenities and special requests are prepared according to established luxury standards
- Support Front Office operations during peak periods and high-volume periods
- Lead by example and maintain a professional, service-oriented attitude that models Amandari's values
- Ensure compliance with hotel policies, safety protocols, and established service standards
- Maintain strict confidentiality regarding guest information and personal preferences
- Coach and guide Guest Relations and Front Office team members in delivering consistent, personalized service
Qualifications
- Diploma or Bachelor's degree in Hospitality Management, Tourism, Hotel Management, or related field
- Minimum 2–3 years of experience in Guest Relations, Front Office, or similar guest-facing management role, preferably in luxury hospitality
- Prior supervisory or managerial experience in a luxury hotel or resort environment highly preferred
- Proficiency in English, both written and spoken
- Excellent interpersonal and communication skills with strong ability to build genuine relationships
- Demonstrated expertise in service recovery and problem-solving in hospitality settings
- Strong knowledge of luxury hospitality standards and personalized guest service practices
- Familiarity with hotel management systems and guest profile management software
- Professional, warm, discreet, confident, and approachable demeanor
Skills
Experience
Minimum 2–3 years of professional experience in Guest Relations, Front Office management, or comparable guest-facing role within luxury hospitality. Prior supervisory or managerial responsibility in a luxury hotel or resort is highly preferred. Demonstrated track record of delivering personalized guest experiences and managing complex guest requests in upscale hospitality environments.
Education
Diploma or Bachelor's degree in Hospitality Management, Tourism, Hotel Management, or a related field.
Workplace
This position is based in Ubud, Bali, Indonesia.
Explore jobs in Indonesia.
Culture
Aman’s workplace culture is shaped by discreet service, meticulous attention to detail and a deep respect for the places and communities surrounding its properties. Its teams bring this philosophy to life through thoughtful collaboration and highly personalised hospitality, creating an environment where cultural sensitivity and quiet professionalism are central.
About Cerulean
Cerulean is the definitive career portal for the global luxury industry. We match exceptional professionals with exclusive opportunities at the world's most prestigious brands. From haute couture and fine watchmaking to prestige beauty, hospitality, and boutique retail, Cerulean centralises luxury employment to help you find the career for which you were destined.
Frequently Asked Questions
The luxury industry is characterised by a diverse and nuanced nomenclature. Esteemed houses frequently employ proprietary terminology, and even within a single organisation like Aman, titles may vary across global markets to reflect local conventions. To ensure absolute clarity, Cerulean assigns a standardised, industry-coherent canonical title to every listing. However, it is worth noting that this role is functionally synonymous with «Guest Experience Manager», «Guest Services Manager», «Guest Liaison Manager», «Guest Engagement Lead», and other variations. Our sophisticated search architecture anticipates these variations, ensuring that inquiries using related terms will seamlessly yield the exact roles you desire.