Front Office Leader: Growth, Learning & Guest Excellence

Accor; Surabaya ꦱꦸꦫꦧꦪ; On-site; IDR 68,880,000 - 137,760,000; Full time

Benefits offered by this job

Competitive hourly wage and tips

Health insurance and paid time off

Advancement opportunities

Staff accommodation and meals

Collaborative team atmosphere

Job summary

Marriott International in Surabaya is seeking a Front Office Supervisor to lead the guest reception team and ensure smooth check-in/check-out, create a welcoming first impression, and uphold service standards.

You will supervise front desk staff, handle guest inquiries, resolve issues promptly, and coordinate with other departments to meet guest needs while supporting the hotel’s reputation for outstanding service.

Qualifications

• Previous experience as a Front Desk Agent or Supervisor in a hotel setting.
• Excellent customer service and communication skills.
• Proficiency in Property Management Systems (PMS) software.
• Ability to work flexible hours, including weekends and holidays.
• Strong problem-solving abilities and attention to detail.

Responsibilities

• Supervise and train front desk agents, ensuring adherence to hotel standards.
• Manage guest check-ins and check-outs, ensuring accuracy and efficiency.
• Handle guest requests, inquiries, and complaints with professionalism and promptness.
• Oversee room block management and reservation processing.
• Coordinate with other hotel departments to ensure guest needs are met.
• Generate daily reports on occupancy, revenue, and guest feedback.

Skills

Customer service

Communication

Organizational skills

Tools

PMS software

Job description

Our client is looking for a dedicated Front Office Supervisor to lead the guest reception team at their esteemed hotel in Surabaya . This role is crucial in creating the first and last impression for guests, ensuring a welcoming and efficient check-in/check-out process. You will be responsible for supervising front desk staff, handling guest inquiries, and resolving any issues that arise to ensure guest satisfaction. The ideal candidate is an excellent communicator, possesses strong organizational skills, and is passionate about providing outstanding guest experiences, contributing to the hotel's reputation for exceptional service in East Java.

Key Responsibilities

• Supervise and train front desk agents, ensuring adherence to hotel standards.
• Manage guest check-ins and check-outs, ensuring accuracy and efficiency.
• Handle guest requests, inquiries, and complaints with professionalism and promptness.
• Oversee room block management and reservation processing.
• Coordinate with other hotel departments to ensure guest needs are met.
• Generate daily reports on occupancy, revenue, and guest feedback.

Requirements

• Previous experience as a Front Desk Agent or Supervisor in a hotel setting.
• Excellent customer service and communication skills.
• Proficiency in Property Management Systems (PMS) software.
• Ability to work flexible hours, including weekends and holidays.
• Strong problem-solving abilities and attention to detail.

Benefits

• Competitive hourly wage and potential for tips.
• Health insurance and paid time off.
• Opportunities for advancement within the hotel group.
• Staff accommodation and meal provisions.
• A positive and collaborative team atmosphere.

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.