Introduction
Accor, a global leader in hospitality, is seeking a dynamic Manajer Guest Service / Assistant Front Office Manager (AFOM) to join our team. This role is pivotal in delivering the world‑class guest experiences that Accor is renowned for, while ensuring operational excellence across the front‑office and guest‑service areas. If you are passionate about hospitality, thrive under pressure, and possess a strong drive for continuous improvement, we invite you to become part of a vibrant, multicultural environment where career growth and personal development are actively supported.
Responsibilities
- Lead daily front‑office operations, ensuring seamless check‑in, check‑out, and concierge services that meet Accor’s brand standards.
- Supervise and coach a team of front‑desk agents, bell‑hops, and guest‑service staff, fostering a collaborative atmosphere and encouraging proactive problem‑solving.
- Monitor service quality, cleanliness, and operational efficiency, conducting regular audits and implementing corrective actions when necessary.
- Coordinate with housekeeping, food & beverage, security, and other departments to guarantee an integrated guest journey from arrival to departure.
- Handle guest inquiries, complaints, and special requests with professionalism, turning challenges into opportunities for delight.
- Develop and maintain shift schedules, ensuring adequate coverage during peak periods, weekends, and public holidays.
- Analyze performance metrics such as Guest Satisfaction Index (GSI) and Net Promoter Score (NPS), and drive initiatives that boost these scores.
- Support continuous improvement projects, including process optimization, technology adoption, and sustainability practices aligned with Accor’s ESG goals.
- Represent the property at local tourism and industry events, building relationships that enhance the hotel’s market presence.
Requirements
- Minimum education: Diploma (D3) or Bachelor’s degree (D4) in Hospitality Management, Business Administration, or a related field.
- At least 1–3 years of experience in a supervisory or managerial role within the hospitality industry, preferably in a branded hotel environment.
- Strong communication and interpersonal skills, with fluency in Bahasa Indonesia; good English (spoken and written) is an advantage.
- Well‑groomed, professional appearance and a guest‑oriented mindset.
- Proven ability to work effectively in a team, manage conflict, and perform under high‑pressure situations.
- Willingness to work flexible shifts, including weekends and public holidays.
- Demonstrated leadership qualities, such as coaching, delegating, and motivating staff toward shared goals.
- Detail‑oriented, responsible, proactive, and comfortable using hotel property management systems (PMS) and CRM tools.
Benefits
- Employee benefit card offering discounted rates at Accor hotels worldwide, enabling you to experience the brand as a guest.
- Access to Accor’s extensive learning and development programs, including certifications, mentorship, and leadership tracks.
- Clear career pathways with the possibility to grow within the property, move to other Accor locations, or explore international assignments.
- Participation in Corporate Social Responsibility (CSR) and Environmental, Social, and Governance (ESG) initiatives that give back to the community and promote sustainable tourism.
- Competitive salary package, health insurance, and a supportive work‑life balance with a standard schedule of Monday‑Saturday, 08:00‑17:00.
About Accor
Accor is a multinational hospitality group operating more than 5,000 hotels across 110 countries. Our portfolio ranges from luxury resorts to economy brands, each committed to delivering memorable experiences. With a strong focus on innovation, sustainability, and employee empowerment, Accor continuously sets industry benchmarks for service excellence. Joining Accor means becoming part of a global family that values diversity, encourages creativity, and invests in the future of hospitality.
Interested in this position?
Take the next step in your career and apply for this role today.
Apply Now