Front Office Manager

Fairmont Hotels & Resorts; Kecamatan Pujut; On-site; IDR 240,000,000 - 360,000,000; Full time

Job summary

Pullman Lombok Merujani Mandalika Beach Resort in Lombok seeks a Front Office leader to supervise and manage all Front Office operations in line with the hotel’s strategic plan and standards. You will coordinate with Reservations and Housekeeping, run daily briefings, and drive actions to achieve optimal occupancy and yield while maintaining service excellence and guest satisfaction.

The role includes team development, staff scheduling, payroll oversight, and ongoing training to meet business

Qualifications

• This position is responsible for the supervision and management of the overall Front Office operations by ensuring that all sections of Front Office’s service standards delivery are maintained in accordance to the Hotel’s strategic plan and standard.
• Strong leadership and team management capabilities are required to direct daily operations and staff performance.
• Ability to coordinate with Reservations and Housekeeping to achieve occupancy targets and high yield.

Responsibilities

• Participate in daily operations meetings to liaise with support departments on issues.
• Check that Front Office staff report on time and are well groomed for shifts.
• Conduct daily briefings and ensure information is communicated to team members.
• Liaise with Reservations during high occupancy to achieve 100% occupancy with high yield.
• Coordinate full house situations and manage overbooking and relocations.
• Collaborate with Finance to ensure proper credit procedures are followed.
• Analyze market trends and motivate staff to upsell rooms for higher revenue.
• Lead guest relations, VIP interactions, and timely follow-ups.

Skills

Leadership

Strategic thinking

Problem solving

Multi-tasking

Team player

Communication

Professional grooming

Job description

Welcome to Pullman Lombok Merujani Mandalika Beach Resort. Our world is your playground.

Accor’s first premium-scale resort in Lombok, With257 rooms, suites and villas—many with private pools—merge island tradition and sophisticated contemporary style. Overlooking the endless Indian Ocean or the lush gardens, in perfect harmony with their surroundings.
Dining at Pullman Lombok Mandalika is conceived to energize the body, inspire the mind and spark the palate. Two restaurants—including Sgara, the finest seafood restaurant in Lombok—and two bars serve food and drink blending the best of local and global influences. All set around our free-form pool, all with a backdrop of inspiring ocean views.
At Pullman Lombok, you’re free to do as much as you like. Or as little. The Pullman SPA creates personalized therapies for peace of mind, body and soul. Pristine beaches nearby are a hub for surfers and snorkelers. Unlock your potential on guided running trails, putting you in touch with the island environment—and your inner self. And motor races at Pertamina Mandalika International Street Circuit are just a few minutes’ drive away.

Job Description

Job Purpose

This position is responsible for the supervision and management of the overall Front Office operations by ensuring that all sections of Front Office’s service standards delivery are maintained in accordance to the Hotel’s strategic plan and standard.

Qualifications

Primary Responsibilities

Front Office Operation

• Participate in daily operations meetings to liaise and coordinate closely with support departments regarding general administration and operations issues
• Check that all Front Office employees report to work punctually and are well groomed before each of their shift
• Conduct daily briefings and ensure that all pertinent information is well received by team members
• Communicate all log entries by Duty Managers to ensure that all issues and concerns raised are closed with thorough follow up actions
• Ensure the efficient and effective operation of the Front Office and that departmental standards and procedures set out are strictly adhered to
• Liaise with Reservations Department in a high house situation and recommend actions to be taken. Check on closed-out dates to ensure efforts are made to achieve 100% occupancy with the highest yield possible
• Coordinate full house situations and makes all necessary arrangements to handle overbooking and pledge relocates
• Liaise with Finance Department to ensure that credit procedures are properly carried out
• Analyze market trend, review rooming list and motivate Front Office employees to up-sell rooms with the view of achieving higher yield and increasing revenue
• Coordinate and monitor major group movements for meetings and conferences, and ensure that action plans cover all areas of operations handling
• Makes courtesy calls to VIPS, long stay and corporate guest to obtain feedback and pro-act to handle any lapses in service standards
• Handle all guest correspondences and ensure prompt follow-ups
• Manage daily room inventory and coordinate with Housekeeping to ensure requested rooms are cleaned according to arrival times

Team Management

• Interview, select and recruit Front Office employees
• Identify and develop team members with potential
• Conduct performance review with the team
• Constantly monitor team members’ appearance, attitude and degree of professionalism
• Prepare detailed induction programs for new employees
• Develop, conduct maintain all staff training programs for team members, focusing on their development needs, providing them with new skills to meet the changing needs of the business
• Prepare weekly staff schedules keeping in mind anticipated business, operating budgets and standards of service
• Prepare payroll and gratuity reports
• Conduct monthly departmental meetings to provide information to team members, obtain their feedback, rectify operation issues and provide a regular forum for department communication

Other Responsibilities

• Maintain complete knowledge of all food & beverage services, outlets and hotel services/features
• Be well versed in hotel fire & life safety/emergency procedures
• Attend all briefings, meetings and trainings as assigned by management
• Report for duty on time wearing clean and complete uniform at all times
• Maintain a high standard of personal appearance and hygiene at all times
• Perform other reasonable duties assigned by the Management of the Hotel

Additional Information

• Possess skills of leadership, developing, strategic thinking, problem solver.
• Results and service oriented with an eye for details.
• Ability to multi-task, work well in stressful & high-pressure situations.
• A team player & builder.
• Well-presented and always professionally groomed.

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