Front Office Team Leader

Utopia Concept Bali; Tampaksiring; On-site; IDR 111,600,000 - 167,400,000; Full time

Benefits offered by this job

Service Performance Bonus

Growth opportunities

Distinctive boutique concept in Bali

Job summary

Utopia Concept Bali is hiring a Front Office Team Leader to guide daily operations and deliver exceptional guest care at our boutique property in Bali. You will lead by example, oversee the Front Office team, and ensure smooth check-in/check-out, guest communications, and personalized service.

Responsibilities include coordinating arrivals/departures, handling guest requests, training staff, and upselling room upgrades and experiences while maintaining close cooperation with Housekeeping, F&B,

Qualifications

• Previous Front Office or Guest Relations experience in hotels or boutique settings.
• Experience supervising a small hospitality team.
• Strong written and spoken English and professional guest communication.

Responsibilities

• Lead and support the Front Office team during daily operations
• Welcome guests warmly and ensure smooth, professional check-in/out experiences
• Manage guest communications via WhatsApp, email, phone, and OTA
• Coordinate arrivals, departures, room readiness, and guest requests
• Train and coach team members on service standards
• Ensure reservations, payments, and guest info handled accurately
• Upsell room upgrades and experiences
• Coordinate with Housekeeping, F&B, Security, Management to ensure smooth operations

Skills

Front Office leadership

Guest relations

Team supervision

Communication skills

Conflict handling

Upselling

Hospitality knowledge

English proficiency

Tools

Booking.com

Expedia

PMS software

OTA platforms

Job description

Join Our Team at Utopia Concept Bali
Front Office Team Leader

Utopia Concept Bali is looking for a warm, experienced, and service-minded Front Office Team Leader to join our boutique hospitality team.

We are seeking someone who can lead by example, support and develop our Front Office team, and ensure every guest receives attentive, personal, and professional service throughout their stay.

Your Role

As our Front Office Team Leader, you will:

• Lead and support the Front Office team during daily operations
• Welcome guests warmly and ensure smooth, professional check-in and check-out experiences
• Remain actively involved in guest communication and day-to-day Front Office duties
• Coordinate arrivals, departures, room readiness, special requests, and guest preferences
• Communicate clearly and professionally with guests through WhatsApp, email, phone, and OTA platforms
• Assist guests with transfers, activities, restaurant bookings, scooters, massages, and other experiences
• Handle guest requests, feedback, and service issues calmly and confidently
• Support the team in finding thoughtful solutions when unexpected situations arise
• Organize daily tasks, shift handovers, and Front Office priorities
• Train and coach team members on service standards, procedures, and guest communication
• Ensure reservations, payments, guest information, and operational records are handled accurately
• Encourage natural and elegant upselling of room upgrades and guest experiences
• Communicate closely with Housekeeping, F&B, Security, and Management to ensure smooth operations
• Help maintain Utopia’s service standards consistently throughout the guest journey

Special Skills Highly Valued

We are especially looking for someone with experience in:

• Front Office or Guest Relations within hotels, villas, or boutique hospitality
• Leading or supervising a small hospitality team
• Handling guest complaints and service recovery
• Hotel reservation systems and OTA platforms such as Booking.com and Expedia
• Professional written and spoken guest communication
• Reservations, payments, and basic Front Office administration
• Training and supporting junior team members
• Upselling rooms, services, and guest experiences naturally and professionally

What We’re Looking For

• Previous Front Office or Guest Relations experience, ideally with Team Leader, Supervisor, Senior Front Office, or similar responsibilities
• Good spoken and written English
• Warm, confident, and professional guest approach
• Strong communication and organizational skills
• Able to lead a small team while remaining fully hands-on
• Calm and resourceful when handling guest concerns or unexpected situations
• Strong attention to detail and accuracy
• Honest, reliable, responsible, and well-presented
• Able to multitask in a dynamic boutique environment
• Positive attitude and strong teamwork with other departments
• Genuine passion for hospitality and creating memorable guest experiences

What We Offer

• Service Performance Bonus
• Supportive and respectful team culture
• Responsibility and opportunity to contribute ideas
• Growth opportunities within Utopia Group
• The opportunity to be part of a distinctive boutique hospitality concept in Bali

If you love hospitality, enjoy leading by example, and take pride in helping both guests and your team have an exceptional experience, we would love to meet you.