FO/Reservation Supervisor

Nusa Penida; Batukandik; On-site; IDR 55,800,000 - 89,280,000; Full time

Job summary

Hotel Arsa Santhi Nusa Penida seeks a Front Office Supervisor to lead daily Front Office operations with a strong focus on guest satisfaction, online reviews, and hotel reputation on Google and Tripadvisor.

Responsibilities include ensuring smooth check-in/check-out, handling reservations, requests, and complaints with friendly, fast, and professional service. You will monitor reviews and coach the Front Office team to maintain high service standards in Bali.

Qualifications

• Minimum 1 year experience as Front Office Supervisor or equivalent position in a hotel.
• Experience in a hotel/resort, leisure destination is an advantage.
• Strong leadership and problem-solving abilities.
• Service and guest satisfaction oriented.
• Able to handle complaints calmly and professionally.
• Familiarity with Google Reviews, Tripadvisor, OTA reviews, and online reputation management is an advantage.
• Computer and hotel system skills.
• Willing to work in Nusa Penida, Bali.
• Able to be a role model for the team in providing excellent service.

Responsibilities

• Lead and supervise daily Front Office operations.
• Ensure check-in, check-out, reservation, guest request, and complaint handling processes run smoothly.
• Ensure every guest receives friendly, fast, professional, and personal service.
• Proactively engage with guests to increase satisfaction.
• Follow up on guest feedback during their stay and handle complaints quickly and professionally.
• Help improve positive reviews and hotel ratings on Google and Tripadvisor through excellent guest experience.
• Monitor guest reviews regularly and coordinate with relevant departments to follow up on feedback.
• Identify potential issues that could lead to negative reviews and take action before guest check-out.
• Provide briefing and coaching to Front Office team on service standards and guest experience.
• Create reports and evaluations on guest feedback, complaints, and online reputation.

Skills

Leadership

Guest satisfaction

Problem solving

Customer service

Communication

Tools

Hotel PMS

Job description

Hotel Arsa Santhi Nusa Penida is seeking a Front Office Supervisor to lead daily Front Office operations with a strong focus on guest satisfaction, online reviews, and hotel reputation on Google and Tripadvisor.

Key responsibilities

Lead and supervise daily Front Office operations

Ensure check-in, check-out, reservation, guest request, and complaint handling processes run smoothly

Ensure every guest receives friendly, fast, professional, and personal service

Proactively engage with guests to increase satisfaction

Follow up on guest feedback during their stay and handle complaints quickly and professionally

Help improve positive reviews and hotel ratings on Google and Tripadvisor through excellent guest experience

Monitor guest reviews regularly and coordinate with relevant departments to follow up on feedback

Identify potential issues that could lead to negative reviews and take action before guest check-out

Provide briefing and coaching to Front Office team on service standards and guest experience

Create reports and evaluations on guest feedback, complaints, and online reputation

About you

Minimum 1 years experience as Front Office Supervisor or equivalent position in a hotel

Experience in hotel/resort, particularly leisure destination is an advantage

Strong leadership and problem-solving abilities

Service and guest satisfaction oriented

Able to handle complaints calmly and professionally

Familiarity with Google Reviews, Tripadvisor, OTA reviews, and online reputation management is an advantage

Computer and hotel system skills

Willing to work in Nusa Penida, Bali

Able to be a role model for the team in providing excellent service