Front Office Supervisor: Guest Experience & Ops Lead

Accor; Indonesia; On-site; IDR 150,000,000 - 300,000,000; Full time

Job summary

Accor Jakarta properties are seeking an Assistant Front Office Manager to support the Front Office Manager in delivering exceptional guest experiences. You will oversee daily operations, supervise front desk activities, and coordinate with Housekeeping and other departments to ensure smooth service delivery.

The role emphasizes guest satisfaction, staff development, and adherence to Accor brand standards. Knowledge of PMS, reservations, and cashiering is required, with flexible shifts including

Qualifications

• Diploma or Bachelor's degree in Hospitality Management, Hotel Management, or a related field is preferred.
• Minimum 2–3 years of experience in Front Office operations, preferably in a supervisory or leadership position.
• Experience in an international hotel chain is an advantage.
• Good knowledge of hotel property management systems (PMS), reservation procedures, cashiering, and guest service standards.
• Strong English communication skills, both written and spoken.
• Good leadership, problem-solving, and decision-making abilities.
• Strong interpersonal, organizational, and administrative skills.

Responsibilities

• Assist the Front Office Manager in managing the daily operations of the Front Office Department to ensure smooth and efficient service.
• Supervise check-in, check-out, room assignments, guest registration, and billing procedures.
• Ensure all Front Office team members follow hotel SOPs, brand standards, and service procedures.
• Monitor room availability, occupancy, VIP arrivals, group arrivals, and special guest requests.
• Ensure accurate guest information, room status updates, and proper coordination with Housekeeping and other departments.
• Handle guest complaints and operational issues professionally, ensuring timely resolution and appropriate follow-up.
• Ensure proper shift handovers and accurate reporting of outstanding matters.
• Monitor guest feedback, online reviews, and satisfaction survey results to identify opportunities for improvement.
• Follow up on guest complaints, service recovery cases, and special requests.
• Build positive relationships with guests and maintain a high standard of hospitality.
• Ensure VIP guests, loyalty members, and repeat guests receive appropriate recognition and service.

Skills

English communication

Leadership

Problem solving

Education

Hospitality Management degree

Tools

Hotel PMS

Reservations procedures

Cashiering

Guest service standards

Job description

Accor Jakarta properties are seeking an Assistant Front Office Manager to support the Front Office Manager in delivering exceptional guest experiences. You will oversee daily operations, supervise front desk activities, and coordinate with Housekeeping and other departments to ensure smooth service delivery.

The role emphasizes guest satisfaction, staff development, and adherence to Accor brand standards. Knowledge of PMS, reservations, and cashiering is required, with flexible shifts including