Head Concierge

About the role

The Head Concierge leads the guest‑experience function for a portfolio of 20+ luxury villas across the Bukit and Canggu areas of Bali. You will own every touchpoint from pre‑arrival planning to checkout, ensuring the brand’s 4.85 rating is maintained and improved.

Key responsibilities

• Lead, hire, onboard, roster and coach the villa host team across multiple locations.
• Own the end‑to‑end guest journey, handling pre‑arrival, welcome, in‑stay requests and departure.
• Manage guest ratings: respond to every review, analyse scores below 5 and report weekly.
• Build and negotiate rates with partners such as drivers, private chefs, surf guides, restaurants, spas and boat operators.
• Set service standards, audit response times, villa walk‑throughs and welcome setups.
• Handle escalations and VIP stays calmly, day or night.
• Turn concierge services into revenue by tracking transfers, chefs and experiences per stay.
• Collaborate closely with housekeeping, maintenance and revenue teams to hide operational seams from guests.

Required profile

• Minimum 3 years in senior guest‑facing hospitality roles (luxury villas, boutique hotels or resorts).
• Proven experience leading teams, not just individual contribution.
• Deep knowledge of Bali’s Bukit area and an established local network.
• Fluent in spoken and written English and Bahasa Indonesia.
• Warm, fast and unflappable written communication (WhatsApp is the front desk).
• Comfortable using a property‑management system such as Guesty (training provided).
• Calm under pressure and genuinely driven to exceed a 4.8 guest rating.

Required skills

• Guesty PMS

What we offer

• Gross monthly salary of IDR 7 000 000 – 9 000 000.
• Performance bonus linked to guest rating and concierge revenue.
• Daily staff meals and a supportive team.
• Opportunities to grow as the portfolio expands beyond 30 villas.