Front Office Supervisor at The Apurva Kempinski Bali

Kempinski Hotels; Provinsi Bali; On-site; IDR 66,960,000 - 83,700,000; Full time

Job summary

Kempinski Hotels in Bali is seeking a qualified Receptionist to supervise the front desk operations, ensuring the highest level of guest service in line with Kempinski and LQA standards. You will manage arrivals/departures, VIP guests, groups, and room registrations, while guiding and training staff to maintain pristine service and grooming standards.

The role requires Indonesian citizenship with 1–2 years in a Front Office receptionist position, strong English and local language skills, and

Qualifications

• Indonesian citizen
• 1–2 years experience in a receptionist position at Front Office
• Preferably in an international five star hotel
• Local language – excellent oral and written skills
• English – excellent oral and written skills
• Additional language beneficial
• Operational knowledge of front desk operations
• Knowledge of VIP welcoming protocol
• Solid knowledge in Microsoft Office (Word, Excel and PowerPoint)
• Advanced knowledge of Opera
• Basic knowledge of Micros

Responsibilities

• Plan and supervise the day to day operations of the Reception related to arrival/departure, room sales, VIP groups and room registrations.
• Coordinate and monitor subordinates to ensure guests satisfaction and adherence to service standards.
• Carry out training for new employees and ongoing on-the-job training.
• Handle guest requests and complaints politely and efficiently; follow up as needed.
• Liaise with departments to ensure accurate guest information (rates, room type, billing, requests).
• Keep abreast of hotel products/services and travel information relevant to guests.
• Maintain regular training of subordinates.
• Supervise cashier work of subordinates.
• Update loyalty programme information.
• Prepare handover reports on guest complaints/incidents at shift end.

Skills

Front Office Operations

VIP welcoming protocol

Microsoft Office

Opera

Micros

English language

Local language

Customer service orientation

Team coordination

Problem solving

Tools

Opera

Micros

Job description

Application Deadline: 31 August 2026

Department: Rooms Division, Front Office & Guest Services

Location: Indonesia - Bali

Description

The incumbent in the position is responsible for supervising the operations at the reception to ensure that the highest professional services are given to all guests in accordance with the Kempinski and Leading Quality Assurance (LQA) service standards.

Key Responsibilities

• Plan and supervise the day to day operations of the Reception section which are related to the arrival and departure of guests, including the room sales, the room assignments of VIPs, Groups and Crews and room registrations.
• Coordinates and monitors the work of direct subordinates and verifies that all receptionists are well groomed in order to ensure clients’ satisfaction and adherence to service standards.
• Carry out training for new employees and on the job training. Motivates staff to bring about excellent performance.
• Handles guest requests and complaints in a polite and efficient manner, gives further instructions to the relevant staff if needed to ensure customer satisfaction and maintains a record of all complaints received from all guests. Follow up when necessary.
• Liaise and coordinate with various departments to ensure all information on guests are accurate such as rate, room type, billing, guest requests and oversee that guests’ specific requirements are addressed in an efficient manner.
• Keep abreast on hotel products and services as well as on tourist and business traveling information that may be of any interest to our guests.
• Constant training of subordinates.
• Supervise all cashier work of subordinates.
• Update all on loyalty programme.
• At the end of shift, do handover reporting guest complaints, unusual situations and incidents that need follow up, to ensure efficiency in the operation.
• Accomplish a set of administrative duties such as briefing, producing, reviewing and writing reports and other specific duties related to the job function.
• Any other duties, which may be assigned to you from time to time as directed by your Supervisor or Manager.

Skills, Knowledge and Expertise

• Indonesian citizen
• Minimum of 1 to 2 years experience in a receptionist position at Front Office
• Preferably in an international five star hotel
• Local language – excellent oral and written skills (as applicable)
• English – excellent oral and written skills
• Additional language - beneficial
• Operational knowledge of front desk operations
• Knowledge of VIP welcoming protocol
• Solid Knowledge in Microsoft Office (Word, Excel and PowerPoint)
• Advanced knowledge of Opera
• Basic knowledge of Micros