Guest Experience Leader - Front Office

Hilton; Surabaya ꦱꦸꦫꦧꦪ; On-site; IDR 90,000,000 - 180,000,000; Full time

Job summary

Hilton in Surabaya is seeking a Front Office Manager to oversee daily front office operations and guest services, ensuring guests receive outstanding service. You will manage check-in and check-out processes, resolve guest concerns, and lead a team of front desk agents to meet service standards.

Join a dynamic team where you’ll drive guest satisfaction, train staff, and elevate VIP experiences. Flexibility to work nights, weekends, and holidays is required.

Qualifications

• Proven experience in a front office or guest service management role within hospitality.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills with a guest-centric approach.
• Strong problem-solving abilities and attention to detail under pressure.
• Proficiency in hotel property management systems (PMS) and front office operations.
• Proficiency in English; additional languages are a plus.
• Ability to work flexible hours, including nights, weekends, and holidays.

Responsibilities

• Lead daily front office operations: guest service, registration, room inventory, and policy adherence.
• Monitor and elevate service: track guest satisfaction and guide improvements.
• Support revenue initiatives: promote hotel services and up-selling to drive occupancy.
• Facilitate team knowledge: provide updates and training on offerings and local attractions.
• Delight our guests: welcome, respond to inquiries, and resolve concerns promptly.
• Oversee VIP guest experience: review VIP reservations for smooth check-in/out.
• Inspire and develop the team: supervise staff, monitor performance and coach.

Skills

Leadership

Guest service

Communication

Problem solving

PMS proficiency

English proficiency

Flexibility

Tools

PMS

Job description

Hilton in Surabaya is seeking a Front Office Manager to oversee daily front office operations and guest services, ensuring guests receive outstanding service. You will manage check-in and check-out processes, resolve guest concerns, and lead a team of front desk agents to meet service standards.

Join a dynamic team where you’ll drive guest satisfaction, train staff, and elevate VIP experiences. Flexibility to work nights, weekends, and holidays is required.