Job description for Front Office Manager at High and Low Headhunters
Requirements:
- Open for local candidates.
- Minimum 3–5 years of Front Office experience in boutique luxury or high-end hospitality.
- Proven supervisory or managerial experience.
- Experience in eco-hospitality, sustainable properties, or culturally immersive environments is a strong advantage.
- Exceptional communication skills (verbal & written).
- Strong leadership, team coaching, and people management capabilities.
- High attention to detail and a strong sense of guest personalisation.
- Ability to resolve issues calmly, thoughtfully, and effectively.
- Proficiency in PMS systems, guest profiles, revenue procedures, and cash-handling.
- Skilled multitasker capable of maintaining composure under pressure.
- Fluent in English and additional languages are an advantage.
- Warm, grounded, and naturally hospitable demeanor.
- Respectful of nature, local culture, and sustainability.
- Genuine passion for creating meaningful, memorable guest experiences.
- Values alignment with the company’s philosophy of authenticity and intention.
Responsibilities:
- Deliver warm, personalised, and culturally respectful guest welcomes.
- Oversee daily guest touchpoints, handling special requests, VIP arrangements, and service recovery.
- Ensure seamless arrival, in-stay, and departure experiences in alignment with the company’s service philosophy.
- Monitor guest feedback and implement continual improvements.
- Supervise and lead the Front Office team to ensure professionalism, accuracy, and hospitable service.
- Oversee check-in/check-out procedures, billing accuracy, and room assignment processes.
- Ensure all guest information, preferences, and special notes are recorded and communicated clearly.
- Maintain detailed operational logbooks and shift communications.
- Collaborate with Reservations to optimize occupancy, prevent overbookings, and maximise room revenue.
- Train, mentor, and coach team members to uphold the company’s values and exceptional service standards.
- Conduct performance reviews and provide structured guidance for improvement.
- Create and manage Front Office schedules for optimal coverage.
- Foster a collaborative, respectful, and growth-oriented team culture.
- Work closely with Housekeeping, Gardens, POMEC, Security, and F&B to ensure a unified guest experience.
- Communicate arrival/departure lists, guest needs, and special requests clearly and promptly.
- Participate in daily briefings and weekly management meetings.
- Ensure accuracy of daily revenue postings, folio management, financial transactions, and refund procedures.
- Track occupancy, arrivals, departures, and room revenue performance.
- Maintain PMS accuracy across profiles, room inventory, and rate codes.
- Update and enforce Front Office SOPs and guest service procedures.
- Ensure compliance with property safety procedures and emergency protocols.
- Maintain lobby cleanliness, visual standards, and guest-facing ambiance.
- Coordinate with Security to ensure safe, smooth hotel operations.
Benefits:
- Competitive base salary + BPJS + THR
