Guest Experience Manager

Ace Padel Club; Jakarta Utara; On-site; IDR 100.000.000 - 200.000.000; Full time

Job summary

A sports club in Jakarta Utara is seeking a Front Office Manager to oversee daily operations and deliver excellent customer service. Key responsibilities include managing bookings, driving occupancy through sales efforts, and training the front office team. The ideal candidate will have at least 3 years of experience in front office leadership, excellent communication skills, and familiarity with booking systems. The role entails working weekends and potentially traveling across branches.

Qualifications

• Minimum 3 years of experience in front office or customer service leadership.
• Strong sales skills to drive bookings and occupancy.
• Excellent communication and customer service abilities.
• Experience managing and training front office teams.
• Familiar with booking/CRM systems is a plus.

Responsibilities

• Oversee daily front office operations including check-in/out and bookings.
• Ensure accurate scheduling of facilities.
• Drive occupancy through sales efforts and customer engagement.
• Train the front office team in SOPs and sales handling.
• Maintain daily reports on occupancy and booking data.

Skills

Sales skills

Customer service abilities

Communication

Operational coordination

Tools

Qontak

Job description

To lead front office operations and deliver excellent customer service through accurate bookings, efficient communication, and strong sales‑driven occupancy management.

Key Responsibilities

• Oversee daily front office operations: check‑in/out, bookings, cashier, and customer inquiries.
• Ensure accurate scheduling of courts, coaching sessions, programs, and events.
• Provide clear information on club facilities.
• Drive occupancy through proactive sales efforts, customer engagement, and maximizing booking opportunities.
• Maintain service standards and handle customer concerns professionally.
• Train and supervise the front office team in SOPs, communication, sales handling, and product knowledge.
• Coordinate with Coaches, Facility, and Marketing for smooth operations.
• Maintain accurate daily reports: occupancy, booking data, transactions, and customer service logs.
• Ensure consistent usage of communication platforms such as Qontak.

Requirements

• Minimum 3 years of experience in front office or customer service leadership.
• Strong sales skills to drive bookings and maintain high occupancy across branches.
• Excellent communication and customer service abilities.
• Experience in managing and training front office teams in a multi‑branch environment.
• High accuracy in scheduling, bookings, and operational coordination.
• Familiarity with booking/CRM systems (e.g., Qontak) is a plus.
• Willing to work on weekends.
• Willing to travel and work across multiple branches.