job description
Join Santika Indonesia Hotels & Resorts as a Front Office Manager and lead our guest experience team in the heart of Bali’s most prestigious destinations. This is a unique opportunity to shape exceptional hospitality standards while working in a dynamic, luxury environment across our properties in Canggu, Ubud, Denpasar, Jimbaran, Nusa Dua, Kuta, or Badung.
As the face of our hotel, you will oversee all front desk operations, ensuring seamless check-ins, personalized guest interactions, and a culture of excellence. Your leadership will drive team performance, operational efficiency, and unforgettable guest experiences that align with Santika’s reputation for world-class service.
We offer a competitive salary, career growth opportunities, and the chance to work in Bali’s most sought-after tourist hubs. If you’re a passionate hospitality professional with a knack for leadership and guest satisfaction, we’d love to hear from you.
Responsibility
- Lead and mentor the front desk team to deliver 5-star guest service, ensuring all interactions exceed expectations.
- Oversee daily front office operations, including check-ins, check-outs, reservations, and guest inquiries, with a focus on efficiency and accuracy.
- Develop and implement standard operating procedures (SOPs) to enhance service quality and operational workflows.
- Monitor and resolve guest complaints or issues promptly, ensuring high satisfaction and retention.
- Collaborate with housekeeping, maintenance, and F&B teams to ensure seamless guest experiences across all touchpoints.
- Manage room inventory, rates, and overbooking situations to maximize occupancy and revenue.
- Train and coach staff on hospitality best practices, upselling techniques, and CRM systems.
- Prepare and present daily, weekly, and monthly reports on front office performance, occupancy, and guest feedback.
Qualifications
- Diploma or Bachelor’s Degree in Hospitality Management, Business Administration, or a related field.
- Minimum 5 years of experience in front office operations, with 2+ years in a managerial role within luxury hotels or resorts.
- Proven leadership and team management skills, with the ability to inspire and develop a high-performing team.
- Excellent communication and interpersonal skills in English (additional languages are a plus).
- Strong knowledge of PMS (Property Management Systems) such as Opera, Amadeus, or similar.
- Exceptional problem-solving and conflict-resolution abilities with a guest-centric approach.
- Familiarity with revenue management principles and upselling strategies.
- Ability to work flexible hours, including weekends and holidays, in a fast-paced environment.