Guest & Experience Leader

Uraian Tugas

Day-to-Day

• Manage Berth Reservations: Process all berth booking requests, check availability, confirm pricing, and update the reservation system accurately.
• Guest Communication: Respond to inquiries via WhatsApp, email, phone, or CRM in line with the First Contact SOP.
• Pre-Arrival & Check-out Assistance: Send pre-arrival instructions, marina map, approach guidelines, and required check-in documentation.
• Guest Experience & Concierge Requests: Assist with marina service bookings and provide personalized guest support throughout the stay.
• Yacht Service Coordinator: Coordinate and arrange yacht services including:
  

  - Fuel
  - Electricity & water
  - Technical support
  - Waste management
  - Provisions
  - Concierges

Ensure service requests are scheduled, approved, documented, and communicated clearly to Operations, Finance, and relevant internal departments.

Senior Planning vs Output

• Check-Out & Billing Assistance: Support Finance by preparing billing items (berthing nights, utilities, services, add-ons) and ensure all services are captured accurately prior to check-out.
• Internal Coordination with Departments:
  

  - Daily coordination with Dock Operations for vessel movement schedules

  - Work with Nautical Agency for permits, clearances, and provisioning orders

  - Coordinate guest needs with F&B, Lounge, Security, and Waste Management where applicable

  - Visitors registration

• Vessel & Passenger Documentation:
  

  - Collect and verify all mandatory vessel, crew, and passenger documents from captains or agents.

  - Ensure compliance with marina and government regulations.

  - Liaise with yacht / nautical agencies for QICP (Quarantine, Immigration.

  - Customs, Port) clearance and approvals.

  - Report discrepancies or changes to Security, Dock Operations, and relevant teams.

  - Maintain data privacy and organize all documents in the marina’s digital filing system for audit readiness.

• RISK Escalation: Escalate guest complaints, special requests, operational constraints, or risks to the Supervisor or Manager within the same shift.

Reporting

• Daily Shift Report: Prepare a daily log covering arrivals, departures, pending documents, guest issues, and notes for next-shift handover.
• Weekly & Monthly Summary: Submit summaries covering reservation statistics, occupancy trends, guest feedback, operational challenges, and improvement points.

Syarat & Kualifikasi

• Minimum 5–10 years of experience in reservations, revenue, front office operations, marina operations, yacht club, marine hospitality, hotel hospitality, or related industries.
• Strong experience managing reservations, guest accounts, billing, payments, and operational administration.
• Strong knowledge of berth management, marina pricing structures, contracts, invoicing processes, and revenue administration.
• Experience with reservation systems, PMS, marina management software, or similar operational systems is highly preferred.
• Experience working in an audited environment with strong compliance, documentation, reporting, and internal control standards.
• Proven leadership experience with the ability to organize workflows, manage priorities, monitor deadlines, and drive team accountability.
• Fluent in English, both written and spoken; additional languages are an advantage.
• Strong analytical, organizational, administrative, and reporting skills with high attention to detail.
• Able to work independently, manage multiple stakeholders, and lead a team effectively.
• Willing to be placed in Bali.