Director of Front Office Operations

Samara Lombok; Nusa Tenggara Barat; On-site; IDR 300.000.000 - 400.000.000; Full time

Job summary

A luxury hospitality brand in Indonesia is seeking a Director of Front Office Operations to oversee all guest interactions and front office activities. The successful candidate will ensure that operations meet 5-star hospitality standards through effective communication and coordination among departments. Key requirements include strong leadership skills, extensive experience in front office management, and fluency in English. This role demands a detail-oriented leader with high emotional intelligence towards guests and team members.

Qualifications

• Proven experience as Senior Front Office Manager or Director-level Front Office.
• Strong leadership and decision-making skills required.
• Excellent written and spoken English proficiency is necessary.
• Must be calm, structured, and detail-oriented.
• High emotional intelligence with guests and teams preferred.
• Experience in leading systems and personnel is essential.

Responsibilities

• Oversee front office operations and guest communication.
• Ensure clean logs, reports, and operational discipline.
• Coordinate with various departments for seamless operations.
• Handle VIP guests and escalate issues as needed.
• Train admin teams on quality and discipline.

Skills

Leadership

Guest communication

Operational discipline

Cross-department coordination

Fluent English

Job description

Samara Lombok is seeking a Director of Front Office Operations to lead guest experience, front office operations, and the internal coordination system.

This role is the central authority for guest communication, operational flow, and cross-department coordination, ensuring every interaction meets 5-star hospitality standards.

Key Responsibilities

• Front Office operations
• Guest communication (WhatsApp, email, confirmations)
• Quantum Operations (Central Command)
• Guest Experience & Communication
• Own all guest‑facing communication standards and tone
• Handle VIP guests, long‑stay residents, and escalations
• Operational Discipline – maintain clean logs, reports, and handovers
• Cross‑Department Coordination – coordinate seamlessly with Food & Beverage, Drivers & Transport, Security & Engineering
• Review daily summaries, incidents, and follow‑ups
• Train and guide admin teams on quality, structure, and discipline

Requirements

• Proven experience as Senior Front Office Manager / Director‑level Front Office
• Strong leadership and decision‑making skills
• Excellent written and spoken English
• Calm, structured, and detail‑oriented
• High emotional intelligence with guests and teams
• Comfortable leading systems and people (not admin‑heavy work)