job description
Be the welcoming face of a destination the world is only just discovering!
Are you an experienced and passionate Front Office Manager ready for an extraordinary challenge? Jape Group invites you to join our pioneering team in Timor-Leste, a truly unique and emerging travel destination. While this role is managed from our regional hub in Kuala Lumpur, you will be based full-time in Timor-Leste, leading the charge in establishing a world-class hospitality experience.
This isn't just a job; it's an opportunity to shape the future of hospitality in a captivating country. As our Front Office Manager, you will be the heart of our guest experience, setting the tone for every visitor's journey. You'll lead a dedicated team, uphold exceptional service standards, and contribute directly to our success in a market ripe with potential. If you thrive on innovation, enjoy cultural immersion, and are driven by the desire to create unforgettable moments for guests, we want to hear from you.
Join Jape Group and be a part of something truly special, helping to put Timor-Leste on the global tourism map. This role demands leadership, adaptability, and a genuine passion for service excellence in a dynamic environment.
Responsibility
- Oversee and manage all daily Front Office operations, including reception, concierge, bell desk, and guest services, ensuring seamless service delivery.
- Lead, train, and mentor a diverse team of Front Office staff, fostering a positive work environment focused on exceptional guest experiences.
- Implement and enforce company standards, policies, and procedures to maintain high levels of guest satisfaction and operational efficiency.
- Handle guest inquiries, feedback, and complaints promptly and professionally, ensuring effective resolution and service recovery.
- Manage room inventory, reservations, and check-in/check-out processes, optimizing occupancy and revenue generation through upselling techniques.
- Collaborate closely with Housekeeping, F&B, Sales, and other departments to ensure smooth inter-departmental communication and guest flow.
- Prepare and analyze Front Office reports, including occupancy rates, revenue figures, and guest feedback, providing insights for continuous improvement.
- Ensure compliance with all local regulations, health and safety standards, and security procedures within the Front Office area.
Qualifications
- Minimum of 5 years of progressive experience in Front Office operations, with at least 2 years in a management or supervisory role within a reputable hotel or resort.
- Proven track record of delivering outstanding customer service and achieving high guest satisfaction scores.
- Strong leadership and team management skills, with the ability to motivate, train, and develop staff in a multicultural environment.
- Excellent verbal and written communication skills in English; proficiency in Tetum or Portuguese is a significant advantage.
- Proficiency in Property Management Systems (PMS) and other relevant hospitality software.
- Exceptional problem-solving abilities and the capacity to remain calm and effective under pressure.
- Adaptability and an adventurous spirit, comfortable living and working in an emerging market like Timor-Leste.
- Relevant Diploma or Degree in Hospitality Management, Tourism, or a related field.