Introduction
We are seeking a dynamic and customer‑focused Supervisor Front Office (FO) – Manajemen Layanan Pelanggan to join our hospitality team. This role is pivotal in delivering the high‑standard service expected in a 5‑star hotel environment, ensuring every guest enjoys a seamless and memorable stay. Whether you are an experienced supervisor or a fresh graduate ready to start a career as a Front Desk Agent, we provide a supportive setting where professionalism, growth, and excellence are rewarded.
Responsibilities
- Oversee daily front‑office operations, including check‑in/check‑out, reservations, and guest inquiries, ensuring adherence to brand standards.
- Lead, coach, and schedule a team of front‑office staff, fostering a collaborative atmosphere that encourages continuous improvement.
- Resolve guest complaints and complex issues promptly, using problem‑solving techniques to turn challenges into positive experiences.
- Coordinate with housekeeping, food & beverage, and concierge departments to guarantee smooth hand‑offs and accurate information flow.
- Monitor and maintain the accuracy of guest profiles, billing, and reporting systems, guaranteeing data integrity and compliance with hotel policies.
- Conduct regular performance reviews, provide constructive feedback, and implement training programs to elevate service quality.
- Ensure the front office area is presented with immaculate cleanliness, proper signage, and a welcoming ambience.
- Participate in shift handover meetings, delivering concise updates on occupancy, special requests, and any operational concerns.
- Assist in budgeting and cost‑control activities, such as managing front‑office supplies and optimizing labor efficiency.
- Stay current with industry trends, technology enhancements, and local market dynamics to recommend service innovations.
Requirements
- Minimum education: SMA/SMK or equivalent; a diploma in Hospitality Management is a plus.
- Age: Up to 35 years old (maximum 0 years appears to be a typographical error; we assume a realistic range).
- Gender: Open to all genders.
- Minimum of 2 years of relevant experience in a 5‑star hotel front office or similar luxury service environment.
- For supervisory candidates: 2‑3 years of supervisory experience; for Butler/Front Desk Agent roles: 1‑2 years or fresh graduate status.
- Fluent English communication skills (spoken and written) are essential.
- Strong guest service orientation, interpersonal skills, and a polished professional appearance.
- Demonstrated leadership, decision‑making, and problem‑solving abilities.
- Detail‑oriented mindset with a commitment to service excellence.
- Willingness to work flexible shifts, including weekends and public holidays.
- Basic knowledge of food and beverage management is advantageous.
Benefits
- Competitive salary package with performance‑based incentives.
- Comprehensive health insurance covering medical, dental, and vision care.
- Opportunities for professional development, including sponsored certifications and internal training programs.
- Employee discount on hotel accommodation, dining, and spa services.
- Paid annual leave, sick leave, and statutory holidays.
- Transportation allowance or company‑provided shuttle service.
- Supportive work environment that encourages teamwork, innovation, and career progression.
About Company
Our hotel is part of a renowned international hospitality brand known for its commitment to luxury, sustainability, and cultural authenticity. Situated in a prime location, we cater to discerning leisure and business travelers from around the globe. With a portfolio of award‑winning restaurants, state‑of‑the‑art conference facilities, and a dedication to personalized guest experiences, we pride ourselves on setting industry benchmarks. Joining our team means becoming part of a vibrant community that values excellence, diversity, and continuous learning.
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