Guest Experience Lead — Front Office & Operations

Ovolo Group; Kuta Selatan; On-site; IDR 180,000,000 - 240,000,000; Full time

Job summary

Mamaka Hotels & Resorts in Bali is seeking an Assistant Front Office Manager to lead the Front Office team and ensure exceptional guest experiences from arrival to departure. You will support the Front Office Manager in daily operations, upholding brand standards and coordinating with other departments.

This hands-on leadership role requires a calm, guest-focused leader who can coach the team, handle guest requests and feedback, and work flexible shifts, weekends, and holidays.

Qualifications

• Experience as a Duty Manager or Assistant Front Office Manager in hospitality.
• Strong leadership, communication, and interpersonal skills.
• Good command of English, written and spoken.
• Experience handling guest feedback and service recovery.

Responsibilities

• Supervise Front Office team and support operational excellence.
• Handle guest requests, complaints, and service recovery.
• Coordinate with Housekeeping, Reservations, Security, and other departments.
• Coach and develop team members; support training and development.
• Ensure brand standards and guest satisfaction.

Skills

Duty Manager experience

Front Office leadership

Communication skills

Interpersonal skills

Guest-oriented mindset

Problem-solving

Team coaching and development

Shift management

English proficiency

Tools

Hotel PMS systems

Job description

Mamaka Hotels & Resorts in Bali is seeking an Assistant Front Office Manager to lead the Front Office team and ensure exceptional guest experiences from arrival to departure. You will support the Front Office Manager in daily operations, upholding brand standards and coordinating with other departments.

This hands-on leadership role requires a calm, guest-focused leader who can coach the team, handle guest requests and feedback, and work flexible shifts, weekends, and holidays.