Skill diminta
AccurateBudgetingCRMEnglishFront OfficeHousekeepingLeadershipMicrosoft Office
Deskripsi
Role Summary
The Head of Front Office leads all guest-facing operations at Kanalla — reservations, check-in/check-out, guest relations, and daily front desk operations — ensuring every guest receives a warm, personalized, high-touch experience consistent with a boutique luxury property. Given the hotel's intimate size (16 rooms), this role is hands-on and closely tied to overall guest satisfaction, often coordinating directly with housekeeping, F&B, and the GM.
- Key Responsibilities
- Oversee day-to-day front office operations: check-in/check-out, guest inquiries, reservations, and billing
- Manage and mentor front desk/guest service staff, including scheduling and training
- Ensure a seamless, personalized arrival and departure experience for every guest
- Handle guest complaints and special requests with discretion and urgency
- Maintain and optimize room inventory and rates across OTAs (Booking.com, Agoda, Expedia) and direct channels
- Coordinate with housekeeping and maintenance to ensure room readiness and quality standards
Liaise with F&B and activities/tour partners to curate guest itineraries (common in boutique Lombok properties near Kuta Beach and Mandalika)
- Monitor guest feedback (reviews, surveys) and implement service improvements
- Maintain accurate records for occupancy, revenue, and guest preferences (CRM/PMS system)
- Ensure compliance with local hospitality regulations and hotel policies
- Support the GM with budgeting, forecasting, and reporting related to front office performance
Requirements
- 3–5+ years in front office/guest services, with at least 1–2 years in a supervisory role
- Experience in boutique or luxury hospitality preferred
- Strong command of English and Bahasa Indonesia (additional languages a plus given international guest mix)
- Familiarity with hotel PMS systems and OTA extranets
- Excellent interpersonal and problem-solving skills
- Ability to work flexible hours, including weekends/holidays
- Strong leadership skills for managing a small, close-knit team
- What Kanalla Offers
- Opportunity to shape guest experience at a growing boutique property
- Direct exposure to ownership/GM-level decision-making
- Work in one of Lombok's most scenic coastal areas, near Kuta Beach and Mandalika