job description
Join Pullman, a globally renowned name in luxury hospitality, as a Guest Service Manager in the breathtaking destinations of Bali. This is your opportunity to lead a dynamic team in delivering exceptional guest experiences across front office operations, including front desk, PABX, concierge, and transportation services.
In this pivotal role, you will embody the brandâs commitment to sophistication and warmth, ensuring every guest interaction reflects Pullmanâs signature blend of elegance and efficiency. Based in one of Baliâs most sought-after locationsâwhether the vibrant streets of Canggu, the cultural heart of Ubud, or the coastal luxury of Nusa Duaâyou will play a key role in shaping unforgettable stays for discerning travelers.
We are seeking a passionate, detail-oriented leader with a flair for service excellence and a deep understanding of high-end hospitality. If you thrive in fast-paced environments and take pride in creating seamless, personalized experiences, this is the career move for you.
Responsibility
- Oversee daily front office operations, including front desk, PABX, concierge, and transportation services, ensuring flawless execution and guest satisfaction.
- Lead, mentor, and train a high-performing team to deliver world-class service aligned with Pullmanâs brand standards.
- Develop and implement service strategies to enhance guest experience, loyalty, and operational efficiency.
- Handle guest inquiries, complaints, and special requests with professionalism and discretion, ensuring prompt resolution.
- Collaborate with cross-functional teams (Housekeeping, F&B, Sales) to ensure seamless guest journeys from arrival to departure.
- Monitor and analyze guest feedback, using insights to drive continuous improvement in service quality.
- Manage staff scheduling, performance evaluations, and training programs to maintain a motivated and skilled workforce.
- Uphold safety, security, and compliance standards in all front office procedures.
Qualifications
- Bachelorâs degree in Hospitality Management, Business Administration, or a related field (or equivalent experience).
- Minimum 3-5 years of experience in a supervisory or managerial role within luxury hotels or resorts.
- Proven track record in front office operations, with expertise in PMS (Property Management Systems) and CRM tools.
- Exceptional communication, leadership, and problem-solving skills with a guest-centric mindset.
- Fluency in English (additional languages, especially Indonesian or French, are a plus).
- Strong organizational and multitasking abilities to thrive in a high-volume, fast-paced environment.
- Knowledge of local tourism trends and cultural nuances in Bali is highly advantageous.
- Flexibility to work rotating shifts, including evenings, weekends, and holidays.