Front Office Manager

Requirements:

• Open for local candidates.
• Minimum 3–5 years of Front Office experience in boutique luxury or high-end hospitality.
• Proven supervisory or managerial experience.
• Experience in eco-hospitality, sustainable properties, or culturally immersive environments is a strong advantage.
• Exceptional communication skills (verbal & written).
• Strong leadership, team coaching, and people management capabilities.
• High attention to detail and a strong sense of guest personalisation.
• Ability to resolve issues calmly, thoughtfully, and effectively.
• Proficiency in PMS systems, guest profiles, revenue procedures, and cash-handling.
• Skilled multitasker capable of maintaining composure under pressure.
• Fluent in English and additional languages are an advantage.
• Warm, grounded, and naturally hospitable demeanor.
• Respectful of nature, local culture, and sustainability.
• Genuine passion for creating meaningful, memorable guest experiences.
• Values alignment with the company’s philosophy of authenticity and intention.

Responsibilities:

• Deliver warm, personalised, and culturally respectful guest welcomes.
• Oversee daily guest touchpoints, handling special requests, VIP arrangements, and service recovery.
• Ensure seamless arrival, in-stay, and departure experiences in alignment with the company’s service philosophy.
• Monitor guest feedback and implement continual improvements.
• Supervise and lead the Front Office team to ensure professionalism, accuracy, and hospitable service.
• Oversee check-in/check-out procedures, billing accuracy, and room assignment processes.
• Ensure all guest information, preferences, and special notes are recorded and communicated clearly.
• Maintain detailed operational logbooks and shift communications.
• Collaborate with Reservations to optimize occupancy, prevent overbookings, and maximise room revenue.
• Train, mentor, and coach team members to uphold the company’s values and exceptional service standards.
• Conduct performance reviews and provide structured guidance for improvement.
• Create and manage Front Office schedules for optimal coverage.
• Foster a collaborative, respectful, and growth-oriented team culture.
• Work closely with Housekeeping, Gardens, POMEC, Security, and F&B to ensure a unified guest experience.
• Communicate arrival/departure lists, guest needs, and special requests clearly and promptly.
• Participate in daily briefings and weekly management meetings.
• Ensure accuracy of daily revenue postings, folio management, financial transactions, and refund procedures.
• Track occupancy, arrivals, departures, and room revenue performance.
• Maintain PMS accuracy across profiles, room inventory, and rate codes.
• Update and enforce Front Office SOPs and guest service procedures.
• Ensure compliance with property safety procedures and emergency protocols.
• Maintain lobby cleanliness, visual standards, and guest-facing ambiance.
• Coordinate with Security to ensure safe, smooth hotel operations.

Benefits:

• Competitive base salary + BPJS + THR

Skills: English Language, Interpersonal Skills, Communication Skills