Job description for Emotional Manager at PT NORD NEST
Emotional Manager at Nord Nest
Guest Experience
Kintamani, Bali • On-site position
Nord Nest is a boutique hotel with guest cabins, a spa and a restaurant surrounded by the nature of Kintamani. We are looking for someone who notices people and knows how to brighten their day. Your role is to create positive emotions through thoughtful attention, initiative and small gestures that turn an ordinary stay into a warm memory.
Offer help before someone needs to ask. Notice what would make a particular guest happy. Sense when to approach and when to let someone enjoy a moment in peace.
What this role is about
There is no detailed script for every day. Your focus is on how guests feel and the opportunities to make their stay better. For example:
• Notice a couple trying to take a photo together with the volcanoes in the background and offer to take it for them.
• Learn that it is a guest’s birthday and arrange a small surprise with the restaurant team.
• Notice that a guest feels cold in the evening and offer a blanket or a hot drink.
• Help a family find an enjoyable activity for their child.
• Suggest a beautiful spot for morning coffee or a good time for a walk.
• Recognise disappointment or discomfort, gently find out what happened and involve the right team member.
These are examples of thoughtful service. We want you to find your own ideas based on each situation and the interests of our guests.
What you will do
• Be present around the property, get to know guests, engage in conversation and notice how they are feeling.
• Remember preferences and details that guests choose to share, and use them to personalise their experience.
• Suggest and deliver thoughtful gestures within agreed authority and budget; work closely with the hotel, spa and restaurant teams.
• Help guests discover what the property offers without pushy selling.
• Notice inconveniences, alert the responsible team members and follow up to ensure the guest received help.
• Take responsibility for increasing the number of positive guest reviews: create experiences worth sharing, politely invite honest feedback and help guests find the property’s page on a suitable review platform.
