Introduction
We are seeking an energetic and highly organized Manager Front Office Operations to lead our front desk team in delivering exceptional guest experiences. This pivotal role is based in a dynamic hospitality environment, where the manager will oversee daily operations, ensure compliance with hotel standards, and serve as the primary liaison between guests and the property. The successful candidate will bring a blend of operational expertise, strong communication skills, and a passion for service excellence, contributing directly to the hotel’s reputation and revenue growth.
Responsibilities
- Supervise and motivate front office staff, including receptionists, concierge, and bell‑desk teams, to achieve high levels of guest satisfaction.
- Coordinate daily shift schedules, manage staffing levels, and ensure seamless coverage during weekends, holidays, and peak periods.
- Monitor and enforce hotel SOPs (Standard Operating Procedures) for check‑in, check‑out, reservations, and billing to maintain accuracy and efficiency.
- Handle guest complaints and special requests promptly, turning challenges into opportunities for positive feedback.
- Collaborate with housekeeping, security, and food & beverage departments to synchronize room readiness, guest preferences, and overall service delivery.
- Prepare and analyze front office performance reports, occupancy statistics, and revenue data to support strategic decision‑making.
- Conduct regular training sessions on customer service etiquette, upselling techniques, and emergency protocols.
- Maintain accurate records of cash handling, credit card transactions, and daily financial reconciliations.
- Ensure compliance with health, safety, and data protection regulations, particularly regarding guest information.
- Represent the hotel at local tourism events and maintain relationships with travel agencies and corporate clients.
Requirements
- Minimum education: D3/D4 (associate or diploma) in Hospitality Management, Business Administration, or a related field; a bachelor’s degree (S1) is preferred.
- At least 1‑2 years of proven experience in a front office or guest services management role, ideally within the hotel or hospitality industry.
- Strong understanding of hotel operational standards, including reservation systems (e.g., OPERA, Maestro) and guest service protocols.
- Excellent verbal and written communication skills in both Bahasa Indonesia and English.
- Professional appearance, friendly demeanor, and the ability to interact confidently with a diverse clientele.
- Demonstrated ability to work both independently and as part of a collaborative team.
- Resilience under pressure, with a track record of thriving in fast‑paced, dynamic environments.
- Willingness to work rotating shifts, including weekends and public holidays.
- High level of integrity, discipline, and accountability.
- Strong interpersonal and conflict‑resolution skills, with a focus on guest satisfaction.
Benefits
- Competitive salary package with performance‑based bonuses.
- Comprehensive health and dental insurance for employee and eligible dependents.
- Paid annual leave, sick leave, and public holiday entitlements.
- Opportunities for professional development, including hospitality certification courses and leadership workshops.
- Employee discount on hotel rooms, food & beverage outlets, and partner establishments.
- Supportive work environment with a clear career progression path to senior management roles.
- Transportation allowance or company‑provided shuttle service for shift work.
About Company
Our hotel is part of a renowned hospitality group with a strong presence across major tourism destinations. Committed to delivering world‑class service, we blend modern amenities with local cultural charm to create memorable stays for both leisure and business travelers. Our values center on integrity, teamwork, and continuous improvement, fostering an inclusive workplace where every employee is empowered to excel. Join us and be part of a vibrant team that sets the benchmark for hospitality excellence.
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