Job Title: Front Office Supervisor
Department: Front Office
Location: Selong Selo Resort, Lombok
Reports to: Front Office Manager / Rooms Division Manager
Job Summary:
The Front Office Supervisor is responsible for overseeing the daily operations of the Front Office team to ensure exceptional guest service, smooth check-in/check-out processes, and proper coordination between departments. This role acts as a key point of contact for both guests and team members, helping to maintain high service standards and resolve any operational issues that may arise.
Key Responsibilities:
- Team Leadership & Daily Supervision
- Supervise and support the Front Office team, including Guest Service Agents, Bell staff, and other front-line associates.
- Monitor daily operations to ensure efficient check-in/out processes, proper handling of guest requests, and overall service consistency.
- Conduct shift briefings and ensure proper shift handovers.
- Guest Experience & Problem Resolution
- Handle guest concerns and complaints effectively, ensuring timely and satisfactory resolution.
- Personally attend to VIPs, return guests, and special requests to enhance guest satisfaction.
- Ensure that all team members provide personalized and professional service at all times.
- Administrative Duties
- Review and validate daily front office reports and transactions.
- Monitor occupancy, room allocation, and arrivals/departures in coordination with the Reservations team.
- Assist in preparing duty rosters and managing team schedules.
- Interdepartmental Coordination
- Liaise closely with Housekeeping, Maintenance, Security, and F&B teams to ensure guest needs are met seamlessly.
- Act as a communication bridge between the Front Office and other operational departments.
- Training & Performance Monitoring
- Mentor, train, and motivate front office staff to maintain service quality.
- Provide on-the-job coaching and contribute to performance reviews.
- Support the implementation of service improvement initiatives.
- System & SOP Compliance
- Ensure adherence to the resort’s SOPs, service standards, and health & safety guidelines.
- Maintain proficiency in the Property Management System (e.g., Opera, VHP) and train staff as needed.
Requirements:
- Minimum 2 years of experience in front office operations, with at least 1 year in a supervisory role.
- Strong communication and leadership skills.
- Fluent in English and Bahasa Indonesia (spoken & written).
- Familiarity with hotel PMS systems (VHP, Opera, or equivalent).
- Ability to remain calm and professional under pressure.
- Willing to work flexible shifts, including weekends and holidays.
Preferred Qualifications:
- Experience in luxury resort or villa environments.
- Guest-centric mindset with problem-solving orientation.
- Knowledge of local attractions and concierge-style service is a plus.
Job Type: Contract
Contract length: 12 months
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