Guest Experience Lead – Front Desk, Palembang

Pt Lintas Indotama; Palembang; On-site; IDR 66,960,000 - 89,280,000; Full time

Job summary

Pt Lintas Indotama invites applications for a Front Desk Supervisor at our upscale Palembang hotel. You will lead the front office team, ensure smooth arrivals and departures, and uphold service standards in a dynamic property.

The ideal candidate has at least 3 years in front desk operations, with supervisory experience, and a strong knowledge of front office procedures and PMS. A passion for guest satisfaction and professional appearance are essential.

Qualifications

• Minimum of 3 years in hotel front desk operations, with at least 1 year in a supervisory role.
• Strong understanding of front office procedures and PMS.
• Excellent customer service mindset.

Responsibilities

• Supervise the daily operations of the front desk, ensuring efficient check-in and check-out processes.
• Lead, train, and motivate front desk agents to provide outstanding guest service.
• Handle guest inquiries, requests, and complaints promptly and professionally.
• Ensure accurate recording of guest information and financial transactions.
• Assist with managing room inventory and occupancy levels.
• Collaborate with other hotel departments to ensure guest needs are met.
• Implement and adhere to hotel policies and procedures.
• Conduct regular performance reviews and provide feedback to front desk staff.
• Maintain a high standard of professionalism and appearance at the front desk.
• Assist in developing and implementing strategies to improve guest satisfaction.

Skills

Leadership

Interpersonal skills

Front desk operations

PMS knowledge

Guest service

Tools

PMS (Property Management System)

Job description

About the Role

Our client, a well-regarded upscale hotel in the heart of Palembang , is seeking a motivated and customer-focused Front Desk Supervisor to lead their front office team. This role is crucial for ensuring a welcoming and efficient arrival and departure experience for all guests. The ideal candidate will possess strong leadership qualities, exceptional interpersonal skills, and a thorough understanding of front desk operations and hotel service standards. You will be responsible for supervising the daily activities of front desk agents, handling guest concerns, and ensuring the smooth flow of operations. This is an excellent opportunity for an individual looking to advance their career in hospitality management within a dynamic property in South Sumatra. We are looking for a team player with a passion for service and a commitment to maintaining the highest standards of guest satisfaction.

Key Responsibilities

• Supervise the daily operations of the front desk, ensuring efficient check-in and check-out processes.
• Lead, train, and motivate front desk agents to provide outstanding guest service.
• Handle guest inquiries, requests, and complaints promptly and professionally.
• Ensure accurate recording of guest information and financial transactions.
• Assist with managing room inventory and occupancy levels.
• Collaborate with other hotel departments to ensure guest needs are met.
• Implement and adhere to hotel policies and procedures.
• Conduct regular performance reviews and provide feedback to front desk staff.
• Maintain a high standard of professionalism and appearance at the front desk.
• Assist in developing and implementing strategies to improve guest satisfaction.

Requirements

• Minimum of 3 years of experience in hotel front desk operations, with at least 1 year in a supervisory role.
• Strong understanding of front office procedures and property management systems (PMS).
• Excellent