Introduction
We are seeking an enthusiastic and detail‑oriented Manajer Guest Service Hotel to lead our Front Office and Guest Service team. This pivotal role ensures that every guest experiences seamless service from check‑in to check‑out, reflecting the hotel’s commitment to excellence in hospitality. The successful candidate will work in a dynamic, fast‑paced environment, collaborating with multiple departments to maintain high standards of guest satisfaction and operational efficiency.
Responsibilities
- Oversee daily front‑office operations, including check‑in/check‑out procedures, reservation management, and billing accuracy.
- Lead, mentor, and schedule a team of receptionists, concierge staff, and night auditors to ensure optimal coverage across all shifts, including weekends and holidays.
- Handle guest inquiries, complaints, and special requests promptly, turning potential issues into positive experiences.
- Maintain and enforce hotel SOPs, ensuring compliance with brand standards, safety regulations, and quality benchmarks.
- Collaborate with Housekeeping, Food & Beverage, and Sales teams to coordinate guest preferences, room assignments, and event logistics.
- Prepare daily, weekly, and monthly reports on occupancy, revenue, and guest feedback for senior management review.
- Conduct regular training sessions on customer service excellence, communication skills, and use of property management systems.
- Monitor and manage inventory of front‑office supplies, key cards, and guest amenities.
- Implement strategies to improve guest satisfaction scores and drive repeat business.
- Ensure accurate handling of cash, credit transactions, and financial reconciliations at shift end.
Requirements
- Gender: Open to all genders.
- Education: Minimum D3/D4 (associate or bachelor) in Hospitality Management, Business Administration, or related field; high school (SMA/SMK) acceptable with relevant experience.
- Experience: At least 1–2 years in a similar front‑office or guest‑service managerial role, preferably within the hotel or broader hospitality industry.
- Strong knowledge of hotel operational standards and property‑management software.
- Excellent verbal and written English communication skills; proficiency in additional languages is a plus.
- Professional appearance, friendly demeanor, and a customer‑centric attitude.
- Ability to work independently and as part of a collaborative team, thriving under pressure in a dynamic environment.
- Willingness to work rotating shifts, including weekends and public holidays.
- High integrity, discipline, and a strong sense of responsibility.
- Key soft skills: problem‑solving, conflict resolution, time management, and leadership.
Benefits
- Competitive salary package with performance‑based bonuses.
- Comprehensive health insurance and life‑cover benefits.
- Paid annual leave, sick leave, and public holiday entitlements.
- Opportunities for professional development, certifications, and career advancement within a growing hotel brand.
- Employee discount on rooms, food & beverage, and spa services.
- Transportation allowance or shuttle service for shift workers.
- Supportive work culture that values teamwork, innovation, and work‑life balance.
About Company
Our hotel is part of a leading hospitality group renowned for delivering world‑class experiences across major cities and tourist destinations. With a commitment to sustainability, technology‑driven service, and cultural authenticity, we attract both business and leisure travelers seeking comfort, convenience, and memorable stays. Join us and become part of a vibrant team that sets the benchmark for excellence in the hospitality industry.
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