Front Office Team Lead - Guest Experience

Sangriaresortspa; Indonesia; On-site; IDR 133,920,000 - 200,880,000; Full time

Job summary

Sangriaresortspa is seeking a Front Office Supervisor to oversee daily operations of the Front Office Department, ensuring professional, friendly, and consistent service in line with hotel standards. You will support the Front Office Manager, supervise agents, handle guest concerns, and uphold high guest satisfaction.

This role requires strong leadership, excellent communication, and the ability to coordinate with Reservations, Housekeeping, Engineering, and F&B to meet guest needs.

Qualifications

• Minimum 2-3 years of experience in a hotel Front Office environment.
• Previous experience as a Senior Front Office Agent, Team Leader, or similar supervisory position is preferred.
• Strong knowledge of Front Office operations and hotel procedures.
• Excellent communication and interpersonal skills.
• Strong leadership, problem-solving, and team management abilities.
• Good complaint-handling and conflict-resolution skills.
• Able to work shifts, including weekends and public holidays.
• Proficient in using computers and hotel PMS.
• Good command of English and Indonesian, both written and spoken.
• Professional appearance, positive attitude, and strong hospitality mindset.

Responsibilities

• Supervise daily Front Office operations and ensure smooth service throughout each shift.
• Coordinate with Reservation, Housekeeping, Engineering, Food & Beverage, Security, and other departments to meet guest needs.
• Ensure check-in and check-out procedures are accurate and efficient.
• Maintain accurate room status, availability, and guest registrations; handle reservations and changes.
• Monitor service standards and guest satisfaction; address guest complaints promptly.
• Provide coaching and guidance to Front Office staff; manage staffing and training needs.

Skills

Communication skills

Interpersonal skills

Leadership

Problem-solving

Team management

Conflict resolution

PMS (Property Management System)

English proficiency

Indonesian language

Computer literacy

Tools

PMS

Job description

Sangriaresortspa is seeking a Front Office Supervisor to oversee daily operations of the Front Office Department, ensuring professional, friendly, and consistent service in line with hotel standards. You will support the Front Office Manager, supervise agents, handle guest concerns, and uphold high guest satisfaction.

This role requires strong leadership, excellent communication, and the ability to coordinate with Reservations, Housekeeping, Engineering, and F&B to meet guest needs.