Guest & Experience Leader

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.

- 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.