Front Office Manager

Our client is a pre-opening ultra-luxury wellness property in Ubud that aims to open mid-year in 2027. They are seeking an experienced Front Office Manager with a strong background in luxury hospitality, who will lead and oversee all front office operations, ensuring seamless guest experiences and the highest standards of service from arrival to departure.

This role requires a strong balance of operational excellence, guest relations, leadership, and refined service delivery. The Front Office Manager will be responsible for establishing front office standards, developing service procedures, and creating a personalised and memorable guest experience from the hotel's pre-opening phase through ongoing operations.

Requirements:

• A minimum of 2 years of experience in a similar role within internationally recognised 5-star luxury resorts in Indonesia.
• A diploma or degree in Hospitality Management, Hotel Management, Tourism, or a related field is preferred.
• Strong knowledge of front office operations, including check-in and check-out procedures, room allocation, guest relations, and concierge services.
• Proven experience in handling VIP guests, guest complaints, and service recovery.
• Proficiency in Property Management Systems (PMS) and other front office operational systems.
• Strong leadership and team management skills, with the ability to recruit, train, and develop a high-performing team.
• Good financial and operational understanding, including budgeting, room revenue, upselling, and cost control.
• Fluent in English, both written and spoken.
• Experience in hotel pre-opening operations or establishing front office procedures and service standards from the ground up is highly advantageous.

Key Responsibilities:

• Lead and oversee all front office operations, ensuring smooth and efficient daily activities.
• Supervise front desk, guest relations, concierge, and other front office functions.
• Ensure seamless guest arrivals, departures, room assignments, and personalised services.
• Maintain high standards of guest satisfaction through effective complaint handling and service recovery.
• Recruit, train, lead, and develop a professional and guest-oriented front office team.
• Establish and implement front office SOPs, operational procedures, and service standards.
• Coordinate with Housekeeping, Reservations, and other departments to ensure seamless hotel operations.
• Manage departmental budgets, staffing, room revenue, upselling opportunities, and operational costs.
• Monitor guest feedback and implement continuous improvements in service delivery.
• Establish and maintain the hotel's service standards and overall guest experience.