Duty Manager, Front Office — Leadership & Training

MERCURE; Surabaya ꦱꦸꦫꦧꦪ; On-site; IDR 44,640,000 - 78,120,000; Full time

Job summary

Mercure Surabaya Manyar in Surabaya is seeking a proactive Front Desk/Guest Services professional to manage day-to-day and night shifts across the front desk, concierge, and public areas. You will greet VIPs, handle requests, and coordinate with housekeeping and security to ensure a seamless guest experience.

You will train and support team members, oversee safety and billing accuracy, and report to senior management.

Qualifications

• 2–5 years in front office, guest services, or hospitality operations.
• Diploma or bachelor’s in hospitality, hotel management, or related field.
• Proficiency in PMS (Opera) and basic office software.
• Strong problem-solving and communication skills; leadership abilities.
• Willingness to work irregular hours including nights, weekends, and holidays.

Responsibilities

• Run smooth day-to-day or night shifts across the front desk, concierge, and public areas.
• Greet VIPs, handle special requests, and resolve escalated complaints or service issues.
• Work closely with housekeeping, maintenance, F&B, and security.
• Brief, train, and support front-line team members during the shift.
• Oversee property safety, key control, risk checks, and emergency responses.
• Maintain shift logbooks, review billing accuracy, handle cash/currency exchange.

Skills

Front desk operations

Guest services

Leadership

PMS Opera

Education

Diploma or Bachelor’s in hospitality

Tools

Opera PMS

Job description

Mercure Surabaya Manyar in Surabaya is seeking a proactive Front Desk/Guest Services professional to manage day-to-day and night shifts across the front desk, concierge, and public areas. You will greet VIPs, handle requests, and coordinate with housekeeping and security to ensure a seamless guest experience.

You will train and support team members, oversee safety and billing accuracy, and report to senior management.