Introduction
We are seeking a motivated and professional Supervisor – Guest Service (Front Office Team) to join our dynamic hospitality operation. This pivotal role is responsible for leading the front desk staff, ensuring seamless check‑in and check‑out processes, and delivering an exceptional guest experience that aligns with our brand standards. The successful candidate will act as a bridge between guests and hotel management, fostering a culture of service excellence while maintaining operational efficiency.
Responsibilities
- Supervise daily front office activities, including reception, concierge, and bell desk operations.
- Monitor and coach front desk agents to meet and exceed guest satisfaction targets.
- Ensure all guest interactions adhere to the hotel’s standard operating procedures (SOPs) and brand guidelines.
- Handle complex guest inquiries, complaints, and special requests with professionalism and empathy.
- Coordinate room allocations, manage over‑booking situations, and collaborate with housekeeping and reservations teams to optimize occupancy.
- Prepare and review shift reports, cash balances, and audit logs to guarantee financial accuracy.
- Conduct regular training sessions on front office systems, upselling techniques, and service etiquette.
- Maintain a tidy and welcoming front office environment, ensuring all promotional materials and guest information are up‑to‑date.
- Assist in the recruitment, onboarding, and performance evaluation of front office staff.
- Participate in departmental meetings and contribute ideas for process improvements and cost‑saving initiatives.
- Work flexible shifts, including weekends and public holidays, to provide 24/7 coverage as required.
Requirements
- Minimum education: Diploma (D3) or higher in Hospitality Management, Business Administration, or a related field; high school (SMA/SMK) considered with relevant experience.
- At least 1–2 years of supervisory experience in a hotel or similar hospitality setting.
- Strong knowledge of hotel front office operations, reservation systems (e.g., Opera, Fidelio), and guest service standards.
- Excellent verbal and written communication skills in English; Bahasa Indonesia proficiency is essential.
- Professional appearance, friendly demeanor, and the ability to represent the brand positively.
- Proven ability to work both independently and as part of a collaborative team.
- Resilience under pressure, with a track record of handling high‑volume periods and demanding guest situations.
- High level of integrity, discipline, and accountability.
- Flexibility to work rotating shifts, including weekends and holidays.
- Strong problem‑solving skills, with a focus on creating win‑win outcomes for guests and the property.
Benefits
- Competitive salary package with performance‑based bonuses.
- Comprehensive health insurance covering medical, dental, and vision care.
- Paid annual leave, sick days, and public holidays.
- Opportunities for professional development, including in‑house training and sponsorship for industry certifications.
- Employee discount on hotel rooms, food & beverage outlets, and partner establishments.
- Transportation allowance or company‑provided shuttle service.
- Team‑building events, recognition programs, and career advancement pathways within a growing hospitality group.
About Company
Our hotel is part of a reputable, internationally recognized hospitality brand known for delivering world‑class service in prime urban locations. With a commitment to sustainability, cultural authenticity, and innovative guest experiences, we have consistently earned high rankings on travel platforms and industry awards. Our team is composed of passionate professionals who value continuous improvement, teamwork, and a guest‑centric mindset. By joining us, you will be part of a vibrant community that invests in your growth while you help shape memorable stays for travelers from around the globe.
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