Front Office Manager

About the role

We are seeking an experienced Front Office Manager to join our team in Lampung on a full-time basis. This is a strategic leadership position responsible for overseeing all front office operations and ensuring guests receive outstanding service from the moment they arrive. The Front Office Manager plays a crucial role in maintaining our reputation for excellence, managing team performance, and driving revenue optimisation. You will be the face of our establishment, setting the tone for hospitality standards and ensuring seamless coordination between departments.

Key responsibilities

1. Oversee daily front office operations, including reception, reservations, and guest services to ensure smooth and efficient functioning
2. Lead, train, mentor and supervise front office staff, fostering a culture of excellence and accountability
3. Manage guest check-in and check-out processes, ensuring accuracy and attention to detail
4. Handle guest inquiries, complaints and concerns with professionalism, resolving issues promptly and to guest satisfaction
5. Monitor and optimise room occupancy rates and revenue management strategies
6. Maintain comprehensive knowledge of facility amenities, local attractions and services to provide guests with exceptional recommendations
7. Ensure compliance with health, safety and security protocols, as well as company policies and procedures
8. Coordinate with other departments including housekeeping, maintenance and food and beverage to ensure seamless operations
9. Prepare and manage front office budgets, monitor expenses and report on key performance indicators
10. Implement and maintain high standards of cleanliness, organisation and presentation in front office areas
11. Manage administrative tasks including documentation, record-keeping and reporting

What we're looking for

1. Minimum 3-5 years of experience in front office management or similar hospitality leadership roles
2. Proven track record of successfully leading and developing high-performing teams
3. Strong knowledge of front office operations, property management systems and reservation procedures
4. Excellent customer service skills with the ability to handle challenging situations gracefully
5. Outstanding communication and interpersonal abilities in both English and Indonesian
6. Proficiency in hospitality management software and Microsoft Office applications
7. Strong organisational and time management skills with the ability to multitask effectively
8. Knowledge of revenue management principles and experience in maximising occupancy and average daily rates
9. Ability to work flexible hours, including evenings, weekends and public holidays as required
10. Certification in hospitality management or customer service is preferred
11. Positive attitude, professional demeanour and commitment to guest satisfaction