Front Office Manager

PT Mad Monkey Hostels Indonesia; Lombok; On-site; IDR 180,000,000 - 300,000,000; Full time

Job summary

Mad Monkey Hostels—Kuta Lombok location—seeks a Front Office Manager to oversee all front desk operations, deliver outstanding guest service, and lead a dynamic team. You’ll drive guest satisfaction, optimize revenue, and maintain Mad Monkey’s vibrant, social culture.

The role requires 2–3 years in hospitality with supervisory experience, strong English communication, and familiarity with PMS and booking platforms.

Qualifications

• 2–3 years of hospitality experience (hostel or hotel preferred).
• Proven supervisory or management experience.
• Strong leadership and team management skills.
• Excellent English communication; additional languages a plus.
• Experience with PMS and booking platforms.

Responsibilities

• Ensure exceptional guest service from check-in to check-out.
• Handle guest feedback, complaints, and special requests professionally and efficiently.
• Maintain high review scores on platforms like Hostelworld, Booking.com, and Google.
• Foster a social, inclusive, and engaging hostel environment.
• Oversee daily front office operations and reception procedures.
• Manage reservations, room allocations, and occupancy levels.
• Ensure accuracy in cash handling, billing, and reporting.
• Coordinate with Housekeeping, Bar, and Events teams for smooth operations.
• Maintain compliance with local regulations and hostel policies.
• Recruit, train, and supervise front office staff.
• Create and manage staff schedules and conduct performance evaluations.
• Promote a positive, motivated, team-oriented work culture.
• Monitor room inventory and pricing strategies.
• Support upselling of tours, events, and bar promotions.
• Analyze occupancy and revenue reports to maximize profitability.

Skills

Guest service excellence

Leadership

English communication

Hospitality operations

Problem solving

Tools

PMS systems

Job description

Mad Monkey Hostels is a leading social hostel brand in Southeast Asia, known for creating vibrant guest experiences, community engagement, and unforgettable events. Our Kuta Lombok location delivers a dynamic atmosphere for international travelers, combining adventure, social events, and exceptional hospitality.

Position Summary

The Front Office Manager is responsible for overseeing all front desk operations, ensuring outstanding guest service, smooth daily operations, and strong team leadership. This role plays a key part in driving guest satisfaction, revenue optimization, and maintaining Mad Monkey’s energetic and welcoming culture.

Key Responsibilities

Guest Experience & Service Excellence

Ensure exceptional guest service from check-in to check-out

Handle guest feedback, complaints, and special requests professionally and efficiently

Maintain high review scores on platforms such as Hostelworld, Booking.com, and Google

Foster a social, inclusive, and engaging hostel environment

Operations Management

Oversee daily front office operations and reception procedures

Manage reservations, room allocations, and occupancy levels

Ensure accuracy in cash handling, billing, and reporting

Coordinate with Housekeeping, Bar, and Events teams for smooth operations

Maintain compliance with local regulations and hostel policies

Recruit, train, and supervise front office staff

Create and manage staff schedules

Conduct performance evaluations and ongoing training

Promote a positive, motivated, and team-oriented work culture

Monitor room inventory and pricing strategies

Support upselling of tours, events, and bar promotions

Analyze occupancy and revenue reports to maximize profitability

Requirements

Minimum 2–3 years of experience in hospitality (hostel or hotel experience preferred)

Previous supervisory or management experience

Strong leadership and team management skills

Excellent communication skills in English (additional languages a plus)

Experience with PMS systems and booking platforms

Strong problem-solving abilities and attention to detail

Passion for travel, hospitality, and social environments

Preferred Qualifications

Experience working in Southeast Asia

Knowledge of Indonesian hospitality regulations

Background in social hostel environments or events-driven properties