Senior Front Office

Grand Kesambi Resort and Villa; Provinsi Bali; On-site; IDR 90,000,000 - 130,000,000; Full time

Job summary

Grand Kesambi Resort and Villa in Bali seeks a Senior Front Office professional to oversee daily operations, ensuring guest satisfaction and efficient check-in/out. You will coordinate with Housekeeping, Engineering, F&B, and Sales, mentor junior staff, and manage guest concerns with tact and professionalism.

The role requires a Diploma or Bachelor’s in Hospitality or related field, 2+ years in Front Office, and excellent English.

Qualifications

• Diploma or Bachelor’s degree in Hospitality, Tourism, Hotel Management or related field.
• Strong leadership and people-management skills with a guest-centric mindset.
• Excellent spoken and written English; other languages are a plus.
• Proficient with hotel PMS and basic administrative tools.

Responsibilities

• Oversee daily Front Office operations and ensure seamless check-in/out.
• Provide warm, professional welcome; assist VIP guests and special requests.
• Maintain knowledge of rooms, rates, packages, amenities and local attractions.
• Resolve guest inquiries and complaints with tact and efficiency.
• Monitor folios, billing and payments; mentor junior Front Office staff.
• Coordinate with Housekeeping, Engineering, F&B, and Sales for smooth service.
• Lead shift handovers, briefings and task assignments; ensure smooth room readiness.

Skills

Diploma or Bachelor

Leadership

English proficiency

Customer service

Education

Diploma or Bachelor's Degree in Hospitality/Tourism/Hotel Management

Tools

Hotel PMS

Microsoft Office

Job description

The Senior Front Office staff is responsible for overseeing daily Front Desk operations, delivering exceptional service to guests, resolving guest inquiries and complaints efficiently, and supporting the Front Office team in maintaining operational standards.

Key Responsibilities

Oversee and streamline the check-in and check-out procedures to ensure a seamless experience for all guests.

Provide a warm, professional welcome and act as the main point of contact for VIP guests and special requests.

Maintain thorough knowledge of room types, rates, packages, amenities, and local area attractions.

Promptly address and resolve guest concerns, complaints, or special requests with tact, empathy, and professionalism.

Conduct daily audits of guest folios, billing entries, and payment processing to minimize discrepancies.

Guide, support, and mentor junior Front Office staff on service protocols, property management software, and guest interaction standards.

Assist management with shift handovers, daily briefings, and task assignments.

Maintain clear communication channels with Housekeeping, Engineering, Food & Beverage, and Sales to ensure smooth room readiness and prompt service delivery.

Monitor room availability, status updates, and operational logs throughout the shift.

Minimum Diploma or Bachelor’s Degree in Hospitality, Tourism, Hotel Management, or Foreign Languages.

Minimum of 2 years of experience in a Front Office role within the hospitality industry (Hotel, Resort, or Villa operations).

Excellent command of both written and spoken English. Proficiency in additional foreign languages is a strong advantage.

Familiarity with Hotel Property Management Systems (PMS), Microsoft Office, and basic front-desk administrative tools.

Strong leadership, active listening, problem-solving abilities, and high attention to detail under fast-paced environments.

Professional grooming, excellent interpersonal skills, customer-oriented mindset, and willingness to work flexible shift schedules (including weekends and holidays).