Introduction
We are seeking a dynamic and experienced Kepala Front Office (Head of Front Office) to lead the Guest Services team at our upscale property. This pivotal role is responsible for shaping the first impression of our hotel, ensuring that every guest receives a seamless, welcoming, and memorable experience. The ideal candidate will combine strong operational knowledge with a genuine passion for hospitality, capable of motivating a diverse team while upholding the highest standards of service excellence.
Responsibilities
- Oversee all Front Office operations, including reception, concierge, bell‑service, and night audit functions.
- Develop and enforce standard operating procedures (SOPs) that align with brand standards and local regulations.
- Coordinate shift schedules, manage staffing levels, and ensure coverage during peak occupancy periods.
- Lead, mentor, and evaluate Front Office staff, fostering a culture of continuous improvement and professional growth.
- Handle guest complaints and special requests promptly, turning potential issues into opportunities for service recovery.
- Collaborate closely with Housekeeping, Food & Beverage, and Sales teams to guarantee smooth check‑in/check‑out processes and accurate billing.
- Monitor key performance indicators (KPIs) such as average check‑in time, guest satisfaction scores, and revenue per available room (RevPAR) for the Front Office.
- Utilize the property management system (PMS) and related hotel software to generate reports, track room inventory, and manage reservations efficiently.
- Maintain a pristine and professional appearance of the Front Office lobby and workstations.
- Participate in recruitment, onboarding, and training initiatives to build a high‑performing team.
Requirements
- Minimum education: D3/S1 in Hospitality Management, Hotel Administration, or a related field (SMA/SMK acceptable with relevant experience).
- At least 2–3 years of proven experience as a Front Office Supervisor or Head of Front Office in a mid‑scale to upscale hotel.
- Strong leadership skills with a demonstrated ability to coach, motivate, and coordinate a multidisciplinary team.
- Comprehensive knowledge of Front Office operations, including reservation handling, billing, and guest relations.
- Proficient in hotel property management systems (e.g., Opera, Fidelio) and standard office software; computer literacy is a plus.
- Excellent communication and interpersonal abilities; fluency in Bahasa Indonesia and English is preferred.
- Ability to work under pressure, meet targets, and adapt to shift‑based schedules (including evenings and weekends).
- Strong problem‑solving mindset, attention to detail, and commitment to upholding SOPs and brand standards.
- Professional appearance, disciplined work ethic, honesty, and a high level of responsibility.
- Gender: Open to all applicants.
- Age: Maximum 35 years.
Benefits
- Competitive salary with performance‑based incentives.
- Comprehensive health insurance covering medical, dental, and vision.
- Paid annual leave, sick leave, and public holidays in accordance with Indonesian labor law.
- Opportunities for professional development, including hotel management certifications and leadership workshops.
- Employee discount on hotel accommodations, dining, and spa services.
- Supportive work environment with a focus on teamwork, recognition, and career progression.
About Company
Our hotel, a landmark destination in the heart of the city, blends modern elegance with authentic local hospitality. We pride ourselves on delivering exceptional guest experiences, supported by a dedicated team of professionals who share a common vision of service excellence. As we continue to expand our portfolio, we are looking for passionate individuals who want to grow with us and make a lasting impact on our guests’ journeys.
Interested candidates should submit their resume and cover letter to operasional.tilamas@gmail.com. Workdays and detailed shift patterns will be discussed during the interview process.
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