Guest Experience Executive

Welcome to Pullman Lombok Merujani Mandalika Beach Resort. Our world is your playground.

 Accor’s first premium-scale resort in Lombok, With 257 rooms, suites and villas—many with private pools—merge island tradition and sophisticated contemporary style. Overlooking the endless Indian Ocean or the lush gardens, in perfect harmony with their surroundings. 
Dining at Pullman Lombok Mandalika is conceived to energize the body, inspire the mind and spark the palate. Two restaurants—including Sgara, the finest seafood restaurant in Lombok—and two bars serve food and drink blending the best of local and global influences. All set around our free-form pool, all with a backdrop of inspiring ocean views.
At Pullman Lombok, you’re free to do as much as you like. Or as little. The Pullman SPA creates personalized therapies for peace of mind, body and soul. Pristine beaches nearby are a hub for surfers and snorkelers. Unlock your potential on guided running trails, putting you in touch with the island environment—and your inner self. And motor races at Pertamina Mandalika International Street Circuit are just a few minutes’ drive away.

Key Responsibilities
As our full time Guest Experience Executive, you'll join a passionate Front Office team where you'll primarily:

• Deliver a warm, personalised arrival and departure experience, with a strong focus on VIP, loyalty, long-stay and special-occasion guests.

• Act as the primary lobby host, managing guest flow, directing guests appropriately, maintaining lobby presentation, and ensuring a safe, calm and professional environment at all times.

• Coordinate pre-arrival communication, special requests and Guest of the Day recognition, ensuring guest profiles are accurate and up to date.

• Maintain daily awareness of VIP and loyalty movements, working closely with all departments to ensure seamless recognition and service delivery.

• Handle guest enquiries, feedback and complaints professionally, supporting service recovery and guest satisfaction.

• Liaise closely with operational teams to communicate guest movements, requests and activities across the hotel.

• Provide concierge-style assistance including luggage support, transport, dining reservations and local recommendations.

• Support quality initiatives, guest satisfaction reviews and service performance outcomes.

• Represent Accor as a brand ambassador through professional presentation and promotion of hotel facilities and services.

To set you up for success in this role, you will ideally possess:

• Experience in a hotel or luxury service environment preferred

• Strong computer skills including Microsoft Office applications, with confidence using systems to manage guest profiles and communications. Our Property Management System (PMS) is Opera - very advantageous if you have used this before.

• Confident communicator with strong interpersonal, relationship-building and stakeholder engagement skills.

• Commercially minded with an entrepreneurial spirit, high energy and a strong passion for hotel operations and emerging industry trends.

• Possess skills of leadership, developing, strategic thinking, problem solver. 
• Excellent communication.
• Results and service oriented with an eye for details.
• Ability to multi-task, work well in stressful & high-pressure situations.
• A team player & builder.
• A motivator & self-starter.
• Well-presented and always professionally groomed.