Introduction
We are seeking a dynamic Front Office & Customer Service Manager to lead our reception team and elevate the guest experience at our upscale hospitality property. This pivotal role combines strategic oversight of front‑office operations with hands‑on guest service, ensuring every visitor receives a warm, efficient, and memorable welcome. The successful candidate will work Monday through Saturday, 08:00‑17:00, with a flexible shift schedule that may include weekends and holidays.
Responsibilities
- Supervise daily front‑office activities, including check‑in, check‑out, reservations, and concierge services.
- Develop and enforce standard operating procedures (SOPs) in alignment with hotel brand standards.
- Monitor guest satisfaction metrics, respond promptly to feedback, and implement corrective actions.
- Train, coach, and evaluate front‑desk staff to ensure consistent service quality and professional development.
- Coordinate with housekeeping, sales, and food‑beverage departments to guarantee seamless guest experiences.
- Handle complex guest inquiries, complaints, and special requests with diplomacy and problem‑solving skills.
- Prepare daily, weekly, and monthly reports on occupancy, revenue, and performance indicators for senior management.
- Maintain accurate cash handling, billing, and audit procedures while ensuring compliance with financial controls.
- Oversee the implementation of technology solutions such as property management systems (PMS) and point‑of‑sale (POS) platforms.
- Ensure the front‑office area is presented with a professional, clean, and welcoming appearance at all times.
Requirements
- Minimum education: D3/D4 (associate or bachelor degree) preferred; SMA/SMK acceptable with relevant experience.
- At least 1‑2 years of proven experience in a front‑office or guest‑service managerial role, preferably within the hospitality or hotel industry.
- Strong understanding of hotel operational standards across all front‑office departments.
- Excellent verbal and written communication skills in both Bahasa Indonesia and English.
- Professional appearance, friendly demeanor, and a commitment to delivering outstanding guest satisfaction.
- Demonstrated ability to work independently and collaboratively within a fast‑paced, high‑pressure environment.
- Willingness to work flexible shifts, including weekends and public holidays.
- High integrity, disciplined work ethic, and a strong sense of responsibility.
- Proficient in using property management software, Microsoft Office, and basic accounting tools.
Benefits
- Competitive salary package with performance‑based incentives.
- Comprehensive health insurance covering medical, dental, and vision care.
- Paid annual leave, sick leave, and public holiday pay.
- Opportunities for professional development, including tuition reimbursement and industry certifications.
- Employee discount on hotel accommodations, food & beverage, and spa services.
- Retirement savings plan with company matching contributions.
- Supportive work environment that values teamwork, innovation, and career growth.
About Company
Our hotel is a leading destination for both business and leisure travelers, recognized for its exceptional service standards and elegant facilities. With a strong focus on cultural hospitality and modern amenities, we strive to create unforgettable experiences for every guest. As part of our expanding team, you will join a group of dedicated professionals who are passionate about the hospitality industry and committed to continuous improvement.
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