FO/Reservation Supervisor

About the role

Hotel Arsa Santhi Nusa Penida is seeking a Front Office Supervisor to lead daily Front Office operations with a strong focus on guest satisfaction, online reviews, and hotel reputation on Google and Tripadvisor.

Key responsibilities

• Lead and supervise daily Front Office operations
• Ensure check-in, check-out, reservation, guest request, and complaint handling processes run smoothly
• Ensure every guest receives friendly, fast, professional, and personal service
• Proactively engage with guests to increase satisfaction
• Follow up on guest feedback during their stay and handle complaints quickly and professionally
• Help improve positive reviews and hotel ratings on Google and Tripadvisor through excellent guest experience
• Monitor guest reviews regularly and coordinate with relevant departments to follow up on feedback
• Identify potential issues that could lead to negative reviews and take action before guest check-out
• Provide briefing and coaching to Front Office team on service standards and guest experience
• Create reports and evaluations on guest feedback, complaints, and online reputation

About you

• Minimum 1 years experience as Front Office Supervisor or equivalent position in a hotel
• Experience in hotel/resort, particularly leisure destination is an advantage
• Good English language communication skills
• Strong leadership and problem-solving abilities
• Service and guest satisfaction oriented
• Able to handle complaints calmly and professionally
• Familiarity with Google Reviews, Tripadvisor, OTA reviews, and online reputation management is an advantage
• Computer and hotel system skills
• Willing to work in Nusa Penida, Bali
• Able to be a role model for the team in providing excellent service

About us

Hotel Arsa Santhi Nusa Penida creates great guest experiences.